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* Chapter One: Working with Difficult People; * Chapter Two: Building Your Communication Skills; * Chapter Three: Dealing with Workplace Conflict; * Chapter Four: Managing Employee Performance; * Chapter Five: Managing Tricky Situations
Neil Flanagan, BA, B Ed St, M Ed Admin, PhD, is a highly regarded management strategist, motivational speaker and bestselling author. His drive-time radio program was syndicated nationally, and he continues to contribute articles to media in Australia. Jarvis Finger, BA, B Ed, M Ed Admin, FACEL, FQIEA, AFAIM, is a well-known author and editor. A former executive manager in one of Australia's largest public organisations, he is author of a range of management books and regular magazine contributor.