While we"d all like a quiet life, there are some situations that can"t be ignored. In offices, workplace bullying is on the rise and discrimination is commonplace. Key customers are ever more demanding, won"t take no for an answer and aren"t afraid to tell you so.The book contains a quiz to assess strengths and weaknesses, step-by-step guidance and action points, top tips to bear in mind for the future, common mistakes and advice on how to avoid them, summaries of key points, and lists the best sources of further help.Cover illustration by Martin Shovel, creator of the Daily Telegraph"s weekly cartoon strip "Future Tense".