- Features example scripts so you're never stuck for what to say, as well as quick fire escapes and negotiation tools, ensuring you keep your cool at home and at work
- Is written by the highly respected speaker and broadcaster Roy Lilley and has sold over 50,000 copies over the past editions
- Is part of the bestselling Creating Success series, which has sold over 1.5 million copies and contains practical advice on essential and value-adding work skills to help you develop your career
- New to this edition: new case studies, content on dealing with difficult people when remote working and a new section on different types of difficult people