Managing Difficult Situations

This chapter is about the management of difficult situations. It deals with:

• Saying “no” and other forms of declining. • Coping with persistent questioning. • Seeking a workable compromise. • The giving or receiving of compliments. • Giving and receiving constructive feedback or criticism. • Angry situations (expressing anger and being at the receiving end of

anger). • Coping with a range of “wind-up” situations.