Whether you're in management or on the front line, if you want to succeed in business, you're going to have to learn to deal with difficult people. In the past, emphasis was placed on "what you know." And even though your knowledge and experience are still critical to your success, it's arguably your people skills, "who you know," that will make or break you in the new millennium. "Managing and Working with Difficult People" is designed to help business professionals, managers, executives, and front-line workers improve workplace relationships. This series will teach you how to increase your ability to communicate effectively with difficult people. You'll discover how to determine whether someone truly is a difficult person, and then you'll learn how to apply coping techniques specific to the behavior that disturbs you.