The ability to be assertive without being intimidating, offensive or aggresive, is a key skill in all walks of life. For anyone in management working productively with subordinates/colleagues/superiors, assertiveness is an essential attainment. David Stubbs has written a definitive guide to assertion as a means to influence and success in business. For this new edition he takes account of contemporary trends in society (from road rage to the growing readinessamong customers to complain aggressively), introduces helpful concepts such as personal limits, and devotes a complete chapter to difficult people. David Stubbs shows how to: - communicate effectively - handle common management problem - change people's behavior at work - cope with criticism and opposition - plan successful assertive behavior