i ewent on a course once on this subject.
u just be firm and speak your mind. practise 'broken record'
meaning u repeat a few times till the person gets the msg. eg if u
are handling a complaint, u empathise with them but u stand firm
& tell them sorry it cannot be done.
Handling a junior staff- tell her what is expected of her, if she
doesn't do it, ask her to give u a good explanation, if not u will
have to report her behaviour to your boss.
Practice it daily and u find it won't be easy for pple to bully
u.
