Bacal provides a practical guide to dealing with nasty, hostile, angry, and even abusive customers. He gives you the skills and confidence to deal with the most troublesome of customers.

From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together

With the release of their debut album in 1997, HIM and their charismatic frontman, lead singer Ville Valo, took the music world by storm, unveiling their trademark sound that eventually would make them Finland's top selling international band of all time. With a strong and loyal fan base across Europe, and after their US breakthrough in 2005, hits such as Wicked Game and Join Me have long since reached anthem status among HIM fans worldwide. In 2012, the band recorded their eighth studio album. This authentic unauthorised secret biography retraces the steps of HIM's creative mastermind and his band mates from their early days in the suburbs of Helsinki to global rock stardom. Aided by Finnish promoter legend Silke Yli-Sirniö who discovered and worked with HIM for many years, Marc Halupczok provides a comprehensive and unbiased insight into Love Metal creator and global heartthrob Ville Valo.

Lita™ -- see her just once in the ring and you can never forget it. The breathtaking off-the-top-rope fearlessness that she shows keeps you on the edge of your seat. You simply can't believe she's going to be able to pull off the move, and then Lita takes it to the next level. That's her reality, that's why she is a WWE™ Superstar. Taking unexpected risks, daring to do what no one has done before, that's the reality of Amy Dumas, the remarkable woman behind Lita. Even as a young girl, Amy was determined to challenge herself and the world around her. She found personal freedom in the hardcore punk rock scene of the nineties. The positive force of the music and culture helped define the reality of Amy Dumas. Her willingness to try anything once set her on the path to World Wrestling Entertainment.™ Captivated by the high-flying style of the luchadors she saw on television, Amy was hungry to discover more about them. She just had to learn how they did those amazing moves. With only a guidebook for a companion, Amy set out for Mexico City where she was quickly invited into the secret world of lucha libre, Mexico's unique brand of professional wrestling. She returned to the States, resolute in her goal to make it as a professional wrestler. Amy found people who saw her determination and her heart, and agreed to train her. As her skills improved, she began traveling the highways and byways of America, working night after night in independent promotions around the country. Along her journey, Amy met an assortment of colorful characters as well as a number of wrestlers who would prove influential in her career. Among them were two local North Carolina stars who had just signed with WWE -- Matt and Jeff Hardy. Amy formed an instant bond with the dynamic Hardy Boyz,™ whose spectacular style and high-flying bravado inspired her own bold in-ring style. It wasn't long before Amy -- now christened Lita -- joined Matt and Jeff in WWE, and the three friends became international sensations as Team Extreme.™ Lita proved a true pioneer in women's wrestling, daring to get in the ring with the boys -- including Triple H,™ Stone Cold Steve Austin™ and The Rock® -- and never backing down. It took a broken neck suffered on the set of a television series to stop her...but only temporarily. Lita: A Less Traveled R.O.A.D -- The Reality of Amy Dumas is the stirring tale of one young woman's amazing journey to the top of the wild, wonderful world of WWE.™

Kit Colbana: assassin, thief, investigator extraordinaire. Now broken. She always expected her past to catch up with her but never like this. Haunted by nightmares and stripped of her identity, she’s retreated to Wolf Haven, the no-man’s land where she found refuge years before. But while she might want to hide away from the rest of the world, the rest of the world isn’t taking the hint. Dragged kicking and screaming back into life, Kit is thrust head-first into an investigation surrounding the theft of an ancient relic...one that she wants nothing to do with. Her instincts tell her it’s a bad idea to just leave the relic lying about, but finding it might be just as bad. Forced to face her nightmares, she uncovers hidden strength and comes face to face with one of the world’s original monsters. If she survives the job, she won’t be the same...and neither will those closest to her.