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This course manual provide better techniques to ‘handle problem people’ or ‘deal with difficult staff’.  Its focus is to teach managers more effective ways of managing performance or attitude problems before they become serious and what to do if action is needed. It is packed with many practical tips and techniques and help managers manage all difficult situations confidently and competently.

Warren was a very good trainer, easy to listen to, and he accommodated a variety of learning styles.

— Simon Miller, Berkshire Press Ltd