Pleased to announce the general availability of the Third Edition of Defusing Hostile Customers Workbook (Public Sector). We tightend up the writing, cut down on pages, added strategies for using social media, and speaking to hostile groups, and even prettied it up.

It’s available on amazon.com using the link below. We’ll probably be selling it direct but not for a few weeks, and the electronic version will also be available in the next week or two. I’ll try to post the table of contents for you.