The smart manager's FAQ guide

the long version

"The Smart Manager's F.A.Q. Guide is a handy reference that draws on a wealth of information from workshops, training sessions, and consulting interventions that have a proven track record. You'll get practical solution to your toughest workplace questions such as: how can I guarantee customer satisfaction? What questions should I ask in an interview? How do I deal with an angry employee? What can I do to overcome resistance to change? How can I get people to listen to me? What are the best ways to praise or reprimand employees? And how can I produce an effective presentation?"--Jacket.