内容简介：
Here is one of the most insightful books on modern day Conflict Management. This book takes you through the cause and effect of hostile behaviour within our communities and helps you to understand why people react in the way they do to hostile/antagonistic words, phrases and situations. This book has been designed to help civilians from all walks of life to take appropriate action against hostile/antagonistic behaviour. Unwanted antagonistic behaviour can come from a range of sources, such as, an aggressive boss, uncooperative colleague, an angry customer, an arrogant teenager or an argumentative relative. From the direct and practical techniques outlined in this book you will be able deal with people calmly, effectively and assertively, adapt your defences to different types of aggressive behaviour, improve your technique for handling people and ward off any attempts of bullying at school, home or work. This book will give you the ability to communicate effectively and build rapport with almost everyone you come into contact with. This book is written in simple, clear language and is designed to provide immediate, practical and effective guidance on Conflict Management to all readers.