I gave this book five stars as it meets several important needs I have for a great self development book. First of all I found the wisdom contained in the book highly accessible, rather than page after page of text, the use of case studies, icon sound bites, diagrams and a logical flow made the book user friendly. Secondly its robust dealing with all aspects of difficult conversations including key areas like managing your emotions, planning the conversations, key skills and most importantly how to develop the right mindset. Finally, I could apply the learning directly to the conversations i wanted to tackle as the book coaches the reader on the various key aspects of preparing for the conversation you need to have. Overall a book that really delivers real insights and robust strategies that have integrity rather than manipulative techniques which are so common in other books of this genre.