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How To Deal With Difficult People: Smart Tactics for Overcoming the Problem People in Your Life by Gill Hasson

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  1. accommodating approach
  2. accusations
  3. active listening
  4. aggression
    1. bullies
    2. impulsive and instrumental
    3. reactive
    4. see also hostility; passive aggressive behaviour
  5. agreement, confirming
  6. anger
    1. customers
    2. hidden
    3. impulsive aggression
    4. managers
    5. non-verbal communication
    6. road rage
    7. teenagers
    8. see also hostility
  7. anxiety
  8. apologies
  9. assertiveness
    1. avoiding insults
    2. basic assertions
    3. being assertive with yourself
    4. body language
    5. challenging extreme terms
    6. choosing how to respond
    7. features of
    8. ‘I’ statements
    9. passive aggressive people
    10. passive people
    11. rehearsing assertive responses
    12. responding to hostility
    13. starting small
    14. where and when to be assertive
    15. see also standing your ground
  10. assumptions
  11. attention-seeking behaviour
  12. avoidance
  13. basic assertions
  14. ‘beginner's mind’

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