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Index
Cover Page
Title Page
Copyright
Contents
Preface to the 2017 e-edition
Introduction
Some terminology
Section 1
1. Who are these difficult people?
2. The social context
3. Guiding principals
4. Why are people difficult?
5. Stress, emotion, gender and confusion
Section 2
6. The seven key skills
7. Listening and rapport: neglected skills
8. Attacks, demands and put downs
9. Gossip, silence and negativity
10. Looking for new ideas
Conclusion
Notes
Principal References
Index
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