This practical guide provides GPs, practice managers and members of the primary care team with the tools to manage the stresses and conflict in general practice. All the necessary skills are covered including negotiating, dealing with anger, handling criticism and change management. Filled with practical examples and exercises, referenced throughout and with recommended reading lists at the end of each chapter, it encourages the reader to invest in their own personal and professional development. 'This is a time of uncertainty and change for managers in all sectors of healthcare. This book can be of enormous support for managers in finding a more positive way forward. It describes in detail the components of assertiveness, what they actually mean and the influences they have in carrying out the manager's job. It systematically works through how to adjust behaviour to optimise performance and job satisfaction. It is possible to select a specific topic to expand understanding and to use the exercises to practise their application. This book will provide managers with the opportunity to progress assertively in the changing world around them.' - From the Foreword by Brenda Sawyer