TY  - BOOK
AU  - Martin, David
TI  - Tough talking: how to handle awkward situations
SN  - 9788173712180
U1  - 658.45 
PY  - 1999///
CY  - Hyderabad
PB  - University press
KW  - Management
N1  - Table of Contents:
Chapter 1. Making tough taking easy
Chapter 2. Key techniques for every encounter
Chapter 3. Manipulating meetings
Chapter 4. Manoeuvring warring factions
Chapter 5. Eyeball to eyeball encounters
Chapter 6. Solving performance problems
Chapter 7. Handling awkward attitudes
Chapter 8. Customer care- firm but fair
Chapter 9. Empowering suppliers for added value
Chapter 10. Owners-defusing challenges
Chapter 11. Managing media pressure
Chapter 12. Neighbours, nuisance and the good corporate citizen
Chapter 13. Terrors, tears and tantrums
Chapter 14. Tough talking tactics
Chapter 15. Getting the ground rules right
Index
ER  -