Some people make work harder than it needs to be - but you don't have to let them. Learn how to handle anyone with calm, confidence and control.

From pushy bosses to negative colleagues and demanding customers, difficult behaviour can throw you off balance. But when you know what drives people to act the way they do, you can turn conflict into cooperation.

Dealing with Difficult People shows you how to manage bullies, manipulators and complainers with practical techniques and real-life examples. Updated for today's workplaces, this sixth edition by Roy Lilley helps you defuse tension, stay professional and get the best out of even the toughest personalities.