Conflict situations require a specific set of skills used in a particular order. Conflict can be dangerous, but managing a conflict situation is much more like common sense than it is like rocket science. The book explains--clearly and quickly--how to calm an angry person so that conflict can be resolved. PowerPoint shows with illustrations and narration assist learning that will empower you with confidence and self-control no matter what you face. 8 1/2 x 11, 165 pages, with CD
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