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Looks at why people complain (including why you should welcome complaints) and how they go about it - aggressively, passively, constructively and professionally. Developing a strategy and policy for handling complaints is then described. This is followed by details of the techniques (including transactional analysis) that can be used to turn complainants into loyal customers. Internal complaints are dealt with separately and a case study of the company that was brought to its knees through mismanagement of complaints is also included.

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An examination of the many different ways of thinking - creative, analytical, bottom-line, magical and lateral. Containing exercises and examples, the book aims to improve mental flexibility.

Reviews
“Because it is small, the messages being put across are very precise, no waffle or padding here - well done Angelena!!”

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This book lists problem behaviour types in the workplace and explains how to identify and deal with them. Types of behaviour covered include passive aggressive, narcissistic and those that play the martyr.

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