Links:
[1] https://www.infopeople.org/training/past/2009/mastering_tough_situations
[2] https://www.infopeople.org/mastering_tough_situations/description
[3] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/agenda.doc
[4] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/print_MTPSS_2009.ppt
[5] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/Ex1_yourprobsit.doc
[6] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/Ex2_carComplaint.doc
[7] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/Ex3_leaps.doc
[8] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/Ex4_h_i_h.doc
[9] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/actionitems.doc
[10] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/Alternative%20Phrases%20to%20Use%20with%20Customers.doc
[11] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/How%20You%20say%20no.doc
[12] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/Potential%20Solutions%20For%20Repeating%20Problems.doc
[13] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/problems_groupdiscussion.doc
[14] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/Using%20Leaps.doc