Of all the books I've read, this is the one I'd say has been most useful to me.
I was intrigued by it's use in war-torn countries - rouanda, somalia, palastine and 'serious' situations like gang wars, prisons and violent encounters: so I thought I might learn something. I really enjoyed the book - it was like getting a flash of insight into a simpler underlying reality that makes a lot of sense to me. The process seems simple, almost trivial (like much deep insight can be) then you try it out and it's frustratingly artificial and hard work. You persist and find it gets easier, more natural. Then it gets harder, and so on. Overall, my experience of working with the book is that it's really valuable in finding ways of working in situations I'd have found too challenging previously. And a lot of hope that it's possible through practice to really deepen the quality of communication, and relation, with people. When we can do that, as he says, the other problems solve themselves. Thats been my experience.