1007621
9780814471241
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This text contains 36 exercises designed to give trainers an edge in instructing employees in the art of effective communication. It provides lessons on: resisting subtle manipulation; resolving big differences of opinion on matters such as policy or strategy; and defusing other people's anger.Gillen, Terry is the author of 'Interpersonal Skills Tool Kit A Trainer's Guide' with ISBN 9780814471241 and ISBN 0814471242.
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