In my line of work, I come across several 'difficult' types.. I often deal with people who just seem cantankerous for no reason.. such situations always leave me feeling stressed and down.. I decided to get this book on the recommendation of a friend and boy am I glad I did.. the writing flows which meant it was easy for me to read and absorb the knowledge being passed on.. I found the examples very useful and have already started to put some of the tips into practice - with good results!.. this book is going to remain on my shelf, right next to my computer in case I ever need some emergency guidance!