TY  - BOOK
AU  - Williams, Gerry.
TI  - Resolving issues
SN  - 8179291006 [paperback]
PY  - 2005///
CY  - New Delhi
PB  - Infinity Books
KW  - resolving issues
N1  - Includes appendix; Contents: 1 Victim or victor -- 2 The chemistry of fear -- 3 Fear management -- 4 Approaches to confrontation management -- 5 handling the difficult or irate customer -- 6 What if it doesn't work? dealing with possible threat -- 7 Conflict resolution -- 8 Impact factors -- 9 Options -- 10 Danger signs- possible assault imminent -- 11 Practicalities -- 12 What next?
ER  -