You read Section 3 of this chapter earlier, in the context of the project management professional's role in resolving conflicts. Read the rest of the chapter, which discusses how to define client expectations and how to determine the proper organizational structure to deliver an acceptable project. The client brings their own set of expectations to each project. How can you manage a disruptive client? A passive-aggressive client? What are the tools you can use for each situation, and what are the commonalities? Attempt the exercises at the end of each section.