It takes practice to manage and resolve confrontations. These books make the task easier:
Dealing With People You Can't Stand, by Rick Brinkman and Rick Kirschner (McGraw-Hill, $12.95, 800-722-4726), identifies 10 behaviors difficult people exhibit and how to deal with each.
Does Someone at Work Treat You Badly?, by Leonard Fedler (Putnam Berkley Publishing Group, $5.50), explains how to create emotional distance and prepare effective comebacks to deal with difficult situations.
Instead of You, (510) 548-2464, http://www.Instead-of-You.com
Ticket City, (800) 880-8886, (512) 472-5797, http://www.ticketcity.com
Total Body Fitness, 5209 Blaze Ct., Rocklin, CA 95677, (916) 202-3006
Vital Link Trucking Service, (916) 773-2688, firstname.lastname@example.org