This practical guide provides the tools one needs to deal with a nothing-is-ever-good-enough boss, an everything-is-a-competition client, even that kvetching mother-in-law.

None of us-- whether in sports, the corporate world, entertainment, government. or private life-- is immune to the destructive effects of clashing personalities. With remarkable ease in this must-read book, Ron Shapiro and Mark Jankowski have cracked the case of one of our most frustrating yet inescapable daily challenges. -- Bill Belichick
Ironically, the day I finished the book, I found myself in conflict with an apparent bully, and before reverting to habit, I recalled and implemented Ron' s masterful techniques to defuse the situation. -- Steve Mosko, president, Sony Pictures Television
In a world increasingly full of bluster, hype, and exaggerated conflict, Ron Shapiro has always been a calm voice of reason, advancing the interests of those he represents without resorting to the tone or tactics of those he faces. Here, he and his partner, Mark Jankowski, share their techniques for creating workable solutions when dealing with even the most difficult of people. -- Bob Costas
Ron Shapiro and Mark Jankowski' s new book will help you develop the skills needed to navigate through minefields of difficult people and unfair circumstances, anxiety-provoking affairs in which the outcome really matters. -- J. Raymond DePaulo, Jr., M.D., chairman, Department of Psychiatry and Behavioral Sciences, Johns Hopkins University School of Medicine
Whether you are educating a sales force, managers, or front-line company representatives, or just looking to improve your own skills at dealing with difficult people, this book is a great resource. -- John R. Cochran, chiefexecutive officer, MBNA America Bank, NA
Big-city mayors encounter their fair share of ' impossible people' and one of the greatest things about this book is that I actually watched the authors apply their ideas in solving difficult urban problems. -- Kurt L. Schmoke, former mayor of Baltimore, Maryland, and dean of the Howard University Schoool of Law