Introduction

In 1994, we published the first edition of this book, which went on to sell hundreds of thousands of copies around the world. Since the publication of the first edition, the world has changed. The economy is truly global, and new technologies have changed how we do business and how we communicate with people around the world. Life is busier, and we’re all more frazzled. Based on feedback we gathered in our seminars, we felt it was time for an updated edition to help a whole new generation of readers.

People you can’t stand: They’re those difficult people who don’t do what you want them to do, or do what you don’t want them to do—and you don’t know what to do about them. Well, you don’t have to be their victim anymore! While you can’t ...

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