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Difficult situations and people get a lot easier to deal with when you understand the situation. This book helped me really understand what was happening in my mind when my emotions start to flare up against an abrasive person.
Sometimes the answer is to manage your own emotions. Sometimes it's just avoiding the situation. Either way, I definitely found some strategies to use - I work in customer service, so difficult people come with the territory.
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This book is short and to the point. I have listened to many books of this type and enjoyed this.