This book offers a lot of great advice, technique and takes you step by step through difficult or challenging situations. It tells you how to deal with difficult people, why those people are difficult and how to get through to them. It also tells you how to keep yourself under control under pressure.
I liked this book, though it seems a bit difficult for me to start using some of the steps, specially when it comes to dealing with other people. I would need to come back and study dialogs, right words and techniques. It is useful to have this knowledge. Maybe later I will study it in detail.