Re the name, we have reflected on the names a little more, and “road-tested” the proposed name with a couple of people who made the following observations. (We road-tested “Mastering difficult people and situations”)

The feedback was that “Mastering” implies an end point. On reflection I tend to agree, so I think your other suggestion of “Managing” (which implies an ongoing process) may be better in the heading.

There was also a feeling that in the title “Mastering (or managing) difficult people and situations” there is an implication that the people are difficult. However, it’s really the situation they’re in, in which they’re being difficult. The suggestion was made to either move the word people to the end of the title, so the word “people” didn’t follow straight after the word “difficult”. Or alternatively delete the word people. 

Therefore, the title would be either:
•	Managing difficult situations
•	Managing difficult situations and people
 Write your response using less than 800 words.
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