What are your assumptions about difficult people at work? Considering their possible motivations can change your perspective.

We all have those triggers that make our blood boil. Whether you're usually calm as a cucumber or known for your short fuse, these everyday annoyances have a special way of pushing even the most ...

Tom is the owner of a niche welding company that repairs difficult-to-service industrial equipment. Customers ship large and heavy equipment to his shop for welding repairs. When I toured his shop ...

Angry people will not completely comprehend any explanations, solutions, or problem solving options until their body returns to normal again. Allowing for this refractory period is a critical part of ...