Winning Without Intimidation

by Bob Burg

Book by Burg, Bob

Genres: Business, Self Help, Psychology, Nonfiction, Communication, Leadership, Relationships

165 pages, Paperback

First published April 1, 1998

About the author

Bob Burg shares information on topics vital to the success of today’s businessperson. He speaks for corporations and associations internationally, including fortune 500 companies, franchises, and numerous direct sales organizations.

Bob is an advocate, supporter and defender of the Free Enterprise system, believing that the amount of money one makes is directly proportional to how many people they serve.

He is a founding board member of Club 100, a charitable organization focused on helping underprivileged local area youths. A lover of animals, he is a past member of the Board of Directors of Safe Harbor, which is the Humane Society of Jupiter, Florida.

Reviews

[Basma Alrasheed · Rating 4 out of 5]

كم أنا حزينة لإنتهائي منه ، رفيقي الممتع الذي رافقني نصف شهر :(
إنها الأولى وبإذن الله لن تكون الأخيرة التي أقرأ فيها لهذا الكاتب اللبق
كتاب فن الإقناع يعلمك إستراتيجيات وقواعد للتعامل بها مع الآخرين وبعض المواقف لتكسب الموقف وتقنع الآخر بما تريد
إستفدت من الكثير من الإستراجيات وبدأت أطبقها على من حولي ووجدت أن لها أثر ملموس
الكتاب جداً ممتع ويحتوي على الكثير من المواقف والقصص التي حدثت مع اللبق بوب والتي أيضاً نتعرض نحن لها في حياتنا اليومية
في الحقيقة لم أقرأ الكثير من كتب الإقناع حتى أقول أن هذا أفضل ما كتب عنها
لكنني أرى أن هذا الكتاب ناجح وعملي وأنا أنصح بقرائته

[Miguel Siller · Rating 3 out of 5]

Basic concepts, written down. Most people know this already and we implement them in our daily life. The problem is that we do not do them when we need to, when we are pressured. Citing a quote of the book, "We human beings act out of emotion, not logic" p.5. We need to learn to implement under stress.

[Chris Russell · Rating 5 out of 5]

The Three Ps

The key theme running throught this book is that in order to be successful at persuading others to help you reach your desired goal, you need to to show understanding and be willing to see things from their perspective. Now that's a slightly oversimplified take, but the truth of the book is just that. Bob takes the reader through a wide variety of scenarios that you and I can (and do) come across regularly in real life and shows us which technique fits to get the best result for both parties. As with all good negotiation, the right outcome is win/win - and this is what Bob is heading for.

If you remember just one thing, make sure it's the Three P's - Politeness, Patience and Persistence.

However, there are also some occasions where win/win isn't an option, so he let's you know how to make sure you come out on top whilst allowing the inheritance party to save face at the least, if not "win" per se. There are a decent number of proven psychological tactics at play here, backed up with sources, about how and why these methods work.

Without spilling the secrets here there are a few easy to remember lines that can get out out of trouble if you find yourself stuck at an airport (remember those?!), or dealing with a particularly difficult customer, if you'd like to get on the right side of waiters at restaurants or even, heaven forbid, pulled over for speeding.

Reading this book is a suggestion I'd love you to take up, but if you can't do it, I'll definitely understand.

[Meh · Rating 5 out of 5]

The way Bob Burg wrote this book, using storytelling from real-life experiences, makes you want to read more and more. One of the lessons I learned from this book is that expressing anger to someone is useless and won't benefit you. Instead, learn how to control your emotions.

P.S another late review

[Shuka]

The Art of Persuasion, written by Bob Burg, is a book full of tips, tricks, and general philosophy on how to persuade people without using intimidation. I really like not just the book’s content, but how the author conveys his advice, using personal anecdotes about himself or his acquaintances. His stories were exciting, as there was sometimes tension between him and the people he had to persuade, but they were generally peaceful and pleasant to read.
Although I sometimes felt that some points, such as the effectiveness of being polite and respectful, were repeated, I understand the author’s beliefs and feel re-encouraged to be a respectful human being. After reading this book, I feel that I now deeply understand the importance of sincerity, respect, and politeness. These elements were what the author emphasized the most, and I like these ideas because they are sincere and not manipulative. These ideas added to how good persuaders are benevolent people, rather than ill-desired manipulators. To emphasize this, the author concludes his book with an encouragement to the readers and an unreached message to non-readers that if people consistently practiced respectful manners, society would become a better place where everyone, even on opposing sides, can gain the most out of any situation.
Some other important things I learned from this book are to appreciate, apologize, concede, and be humble, calm, sincere, understanding, and inclusive—all shaping how we can take the role of the adult instead of the child or parent, and respond instead of react. I really appreciate how much this benevolent wisdom and useful tips this book offered, and I am excited to utilize these in my daily life, for win-win situations for both me and others.

[Ahmed H.R · Rating 5 out of 5]

كتاب أكثر من رائع حقاً، ما استفدته من الكتاب كثير جداً، وايضاً عند تطبيقك للتعاليم التي ذكرها الكاتب ستجد صعوبة في بعضها في أول الأمر لكن عند اتقانها ستشعر بفائدتها وتأثيرها "التأثير عجيب"
من أهم الملاحظات التي وجدتها في الكتاب ان الكاتب يحاول بطريقةٍ ما إخبارك كقارئ ان تكون "مختلف" اي عند اقبالك للتعامل مع شخصٍ ما ان تعاملهُ بما لم يتوقعه منك أن تتكلم معه بالطريقة التي لم يألفها الشخص المقابل منك ولا من احد غيرك، عندما تتقن هذه الصفة ستجد ما يذهلك من هذا الشخص ومن الطريف أن الكاتب مع كل معلومة يقدمها لك يقدم بالمقابل موقف قد حدث له او لشخص آخر ويبرهن لك ما حدث في الموقف وكيف حدث التأثير، الكتاب إيجابي جداً وسهل جداً لدرجة تجعلك وانت تقرأ تبتسم وتعرف أهمية الأمور البسيطة التي لا تُعير لها أهمية، هي أمور بسيطة ولكن ذات معنى كبير جداً وقد طبقت الكثير مما تعلمته وابهرتني النتيجة ولا أزال اطبق واحاول إتقان الكثير من الأمور،
كما أن الكاتب يتصف بالصفات التي يحاول تعليمك اياها فمثلاً بديهياً ان تعرف انك لو كنت ذا صلة بالكاتب او حصل لك موقف معه فمن البديهي انك ستقرأ كتابه فتلاحظ ان الكاتب عندما يذكر شخصية في موقفٍ ما يُثني كثيراً على الشخصيات، نحن لا نعرف من هذه الشخصيات لان الكاتب قد غير أسماء الشخصيات لكن من حدث لهُ الموقف عندما يقرأ كلمات الكاتب بديهياً سيعرف انهُ هو المقصود وسيجد انهُ قد أُثني عليه وهذه إحدى الأمور الاساسية التي يطرحها الكاتب "الثناء بدون مقابل" تجده قد طبقها بطريقة خفية.
اعجبني جداً طرح المعلومات والتركيز على أمور نتوقها ليست ذات أهمية لبساطتها ولكن في الحقيقة هي أمور تعني للشخص المقابل الكثير والكثير جداً.
من الكتب التي سأعيد قرائتها حتماً.
"اتمنى انني قد قدمت فائدة بسيطة بمراجعتي لمن سيقرأ من بعدي"

[LibroReview · Rating 4 out of 5]

Rating - 3.75/5

The art of persuasion is a guide to communication. It helps you to win principles such as influencing people negotiation and persuasion
through the simple act of communication. It teaches you how to turn your enemies into your friends through persuasion, not manipulation.
The title completely goes with the book as persuasion actually seems like an art when you read this book.
When we come to the language, it is humorous, basic and almost layman. Honestly speaking, it has been written as if it is the author's personal diary of experiences.
I can clearly understand that the book is based more on experiences than thoughts and these tips and tricks do work because I have seen my dad use it all his life and get his work done. (Giggles)

In the end, I would recommend this book especially to the people in sales, business or public speaking but also to the other people as these tricks can be used in daily life as well. Want to learn another art? This book is here for you.

[Eleftheria · Rating 4 out of 5]

Πολύ δυσκολεύομαι να το αξιολογήσω!

Θες το ότι είναι λίγο παλιομοδίτικό; Θες το εξώφυλλο; Θες ότι ενίοτε επαναλαμβάνεται; Η φυσική αξιολόγηση είναι ένα τρία.

Αν και δεν μου γέμισε το μάτι (από το εξώφυλλο ακόμη) τελικά όσο το διάβαζα με βοήθησε πραγματικά να υιοθετήσω αποτελεσματικές πρακτικές και συμπεριφορές. Μπορεί να τις γνώριζα ήδη, αλλά πραγματικά το συγκεκριμένο βιβλίο με βοήθησε να τις κατακτήσω. Δεδομένου, ότι τα αποτέλεσμα πάντα μετράει, γι' αυτό θα έβαζα άνετα ένα πέντε.

Θα καταλήξω λοιπόν σε ένα τέσσερα και νομίζω ότι θα μπορούσα να χαρακτηρίσω το συγκεκριμένο βιβλίο ως πρακτικά παραδείγματα πάνω στην επιτομή της ανθρώπινης επικοινωνίας την Επιδεξιότητα με τους ανθρώπους.

[Hadeel21 Makhzoumi · Rating 4 out of 5]

مو بس إقناع
فن اللباقة بالكلام مع الناس سواء عالواقع او عالتلفون او ايميلات حتا بالشغل
نلاقي اعذار للكل ولو كان موظف بمحطة قطار
اسلوب حكي راقي ودبلوماسي
بوب بيرج بيعطينا امثلة ب قصص وبحاكي القارئ بشكل مباشر
الكتاب خفيف وماحسيت الا وخلصتو
كتير شغلات كل ما تقرأوا بتصيرو بدكون تطبقوا عالواقع يلي انتو فيه
وجربت كزا شغلة وكتير لقيت في تغيير من الطرف التاني
ملاحظة صغيرة :
هاد الشي كلو موجود ب دينا وكلو المفروض انو احنا نكون متمييزين فيه عن غير المسلمين
الكتاب تنمية بشرية ويصنف من الكتب يلي بتبلش فيا ببـ شخصية وبتنهيا بـ شخصية جديدة
الاهم انو تطبق يلي قرأتو بحياتك اليومية والاهممم انو ماتنساهون ولو كلفك الامر انو تكتبون ع ورقة وتحطون ادامك
صح كتير صعب تطبيق كلشي فرد مرة
الشغلة بدا ممارسة وبنفس الوقت اصرار

[Manuel · Rating 4 out of 5]

Un excelente libro con muchas herramientas y consejos de cómo poder ganar sin utilizar la intimidación.

Es un libro que se debe de estar constantemente leyendo para recordar los consejos y herramientas que te ofrece para estarlas utilizando siempre. De forma que no olvidemos que el cómo tratamos a las personas va a definir cómo nos irá en la vida y cómo nos tratarán a nosotros.

Aparte de bastantes consejos, Bob Burg te ofrece bastantes recomendaciones de libros sobre el mismo tema que se pueden leer si se desea explorar más a fondo el tema de las relaciones con los demás.

[Jon Scott · Rating 5 out of 5]

I'm rather enjoying this book. It is casually written, and therefore a very easy read. Further, the tactics described are not a cult-starting, world-conquering guide, but rather a useful guide for efficient and effective conversation that anyone could use.

One might read the first few chapters and feel they've stumbled upon a secret weapon, but hiding this book from your enemies is the last thing you'd want to do. Share it, and maybe your communications can become something progressive.

[Lisianthus Lee · Rating 2 out of 5]

What can't a persuasive tongue achieve?
What deception can't it weave?
It reminded me of the social game and rules to be politically correct and polite when I was teaching in school. I really loathe myself for being an obnoxious jerk to practise and polish the craft of euphemism and rhetoric bordering on deception.
Now, I learn to keep my eyes wary and ears alert for people who apply these skills of persuasion so that I can make myself scarce at the very first minute.

[Audrey Fisher · Rating 3 out of 5]

Some worthwhile advice, but it felt like a lot of short memories and anecdotes strung together. Most of regurgitated and recycled, not much independent thought or new information. Might be helpful for a very young person or someone not experienced with customer service.

[Rudaina · Rating 3 out of 5]

أسلوب الكاتب ممتع ولكن وجدت تكرار بالمواضيع المطروحة خصوصاً في آخر الكتاب وشعرت أنه يريد زيادة عدد الصفحات لا أكثر.

[Michelly Veloso · Rating 2 out of 5]

nothing new, I recently read more interesting and deep books about this topic.

[Hana Alfardan · Rating 4 out of 5]

أسلوب سهل في الطرح وأساليب قابلة للتطبيق بسهولة

[Spellbind Consensus]

*The Art of Persuasion: Winning Without Intimidation* offers a practical and ethical approach to influencing others in both personal and professional contexts. Rather than relying on manipulation, coercion, or aggressive tactics, the book emphasizes respect, empathy, and strategic communication as the foundations of true persuasive power. The core philosophy is that successful persuasion stems from helping others feel good about themselves and the decisions they make.

The author outlines the distinction between persuasion and manipulation, making it clear that ethical persuasion focuses on creating win-win outcomes. This approach builds trust, strengthens relationships, and leads to lasting influence rather than short-term compliance.

A central theme in the book is the power of likability and emotional intelligence. People are more likely to be persuaded by those they know, like, and trust. The author encourages readers to develop key interpersonal skills such as active listening, empathy, and maintaining a calm, confident demeanor—even under pressure. These qualities not only foster connection but also reduce resistance.

The book introduces specific techniques to guide conversations toward favorable outcomes. These include the use of gentle language, framing ideas in a way that appeals to the other person's values, and offering choices that give the illusion of control. Techniques such as "questioning instead of telling" and "asking for help" are highlighted as powerful tools to subtly shift perspectives without triggering defensiveness.

Another key strategy discussed is the art of reframing objections. Instead of viewing resistance as a barrier, the author suggests using it as an opportunity to better understand the other person’s concerns and respond with reassurance or clarification. This reinforces the idea that persuasion is more about solving problems together than winning arguments.

The book also stresses the importance of timing, tone, and environment. Knowing when to speak, how to deliver a message, and reading the emotional landscape of a situation are all critical for persuasive success. The author provides examples from business, sales, and everyday life to demonstrate how these techniques can be applied effectively and ethically.

Confidence, preparation, and patience are additional qualities encouraged throughout. Persuasion is portrayed not as a one-time event but as a process that may require consistency and relationship-building over time. The ability to remain composed and persistent without being pushy is framed as a major advantage.

By the end of the book, the reader is equipped with a toolkit for influencing others in a way that preserves dignity, trust, and cooperation. The message is empowering: anyone can become persuasive without sacrificing integrity, and influence achieved through respect and kindness is not only more sustainable but also more rewarding.

[Dehemi Fabio · Rating 5 out of 5]

Core Philosophy
The book focuses on influencing others through well-reasoned arguments, a service-oriented mindset, and creating a positive atmosphere rather than using intimidation or forceful tactics. Bob Burg Burg emphasizes that effective persuasion comes from cooperation, not domination, and should enhance value for everyone involved.
Key Teachings and Principles
Building Genuine Relationships
The foundation of persuasion lies in allowing others to become acquainted with you, grow fond of you, and develop reliable trust in your integrity. This involves:

Making people feel comfortable and at ease around you
Focusing on shared goals rather than differences
Respecting others' time and contributing positively to their self-esteem
Using techniques like reintroducing yourself when someone may not remember your name

Communication Strategies
The book teaches several practical communication techniques:

Using "I" statements instead of "you" statements to avoid making others feel attacked
Building rapport by matching communication styles, vocal tones, and physical gestures
Maintaining composure and responding thoughtfully rather than reacting impulsively
Following Lincoln's example of highlighting others' strengths before offering criticism

Service-Oriented Mindset
Burg emphasizes fostering an attitude dedicated to others' welfare as a fundamental principle of ethical persuasion. Bob Burg This means genuinely caring about helping others achieve their goals while working toward your own.
Practical Applications
The book addresses real-world scenarios including:

Salary negotiations and business discussions
Legal matters and service contracts
Dealing with challenging or agitated individuals
Creating win-win solutions that benefit all parties

Overall Approach
The book teaches "how to get what you want when you want it" by studying the common characteristics of successful people throughout history. Rather than manipulation or coercion, Burg advocates for persuasion that builds long-term relationships and creates positive outcomes for everyone involved.
The subtitle "Winning Without Intimidation" captures the essence of Burg's philosophy: achieving your goals through ethical influence that respects others' dignity and creates mutual benefit rather than forcing compliance through pressure or fear.

[Libriperilsuccesso · Rating 3 out of 5]

https://libriperilsuccesso.com/2021/0...
La persuasione è un arte, impara a dominarla

Piccoli gesti che cambiano tutto, dominare l’arte della persuasione apre porte sconosciute, e basta veramente poco. In questo episodio introduciamo l’argomento grazie al supporto del libro di Bob Burg.

Persuadere è molto diverso da manipolare e scoprirai la differenza tra queste due formule, spesso si crede erroneamente che sia la stessa cosa.

Troverai varie tecniche e spunti di riflessione ma soprattutto un modello da seguire la prossima volta che ti troverai in una situazione conflittuale e potrai in questo modo applicare un metodo preciso per uscire indenne dal conflitto.

I concetti chiave del podcast sono:

Le persone agiscono in base alle emozioni
l’ego è il nostro modo di vedere le cose, non vuol dire che gli altri le vedano alo stesso modo
Differenza tra risposta e reazione davanti alle circostanze che accadono
Come fare del tatto la base del nostro linguaggio
Il podcast di oggi torna indietro nel tempo e spolvera una lettera di Abraham Lincoln che mette in pratica in modo raffinato e sottile tutta una serie di tecniche di persuazione nel relazionarsi con un comandate del suo esercito

NOTE SULL’AUTORE

Formatore e scrittore americano da 30 anni, impegnato nello sviluppo personale e nella formazione all’interno di imprese

[Somaya Abdualaziz · Rating 3 out of 5]

‎الأنا هي إحساس كل شخص بنفسه، ويجب أن نحترم ذلك خلال عملية الفوز بالإقناع من غير ترهيب.
‎* يتخذ الناس إحدى الحالات العاطفية الثلاث خلال كل محادثة أو تفاعل.
‎١- الوالد: ضحية نشأته وانحيازاته وبيئته، فلا يعرف أخطاء التواصل السلبي لديه ولايدرك أنه يحتقر الشخص الآخر والآخر لايدرك أنه يجعله يشعر بالضيق.
‎٢- الطفل: ينظر أنه الضحية ويشعر أنه يتم إحباطه ولومه وعقابه والتحكم فيه.
‎٣- الناضج: هو المفاوض الإيجابي والمتواصل والمحترم والأمين والنشط والمستمع والشخص الذي يكون جديرا بالثقة في المواقف المختلفة والذي يكون من السهل حبه واحترامه.
‎* لدينا دائما خيار الاستجابة أو رد الفعل. الاستجابة شيء إيجابي يضيف لنجاحك (مثل عندما يأخذ الدواء مفعوله)، أما رد الفعل شيء سلبي تكون له آثار عكسية.
‎* تعد اللباقة لاعبا رئيسياً في فن الإقناع.
‎* لن تحتاج إلى أن تصدم بسبب قصة الشخص الحقيقية لكي تقوم بتغيير موقفك اتجاهه، دائما ضع نفسك في مكان الآخر واعتبر الظروف المتوقعة التي جعلته يتخذ ذلك الموقف.

[Abel Solomon · Rating 5 out of 5]

This book is something special. I bought it expecting your run of the mill psychology book. But, I was mistaken. This book is able to teach you conversation techniques that seem very elementary and obvious. But, when you truly think about you realize that these techniques are actually quite rare. An example of such is adding a compliment when you're asking for a favor. An example of such is rather than saying "Hey, I know you already showed me, but you can show me again how to send this email?" You say something along the lines of "Mike, I hate to bother you, but you're just have such a better technological understanding than I do, so would you mind showing me again?" And the book goes in-depth explaining why these certain techniques work.

[May-may · Rating 4 out of 5]

The book is nice; it's just written differently than what I’m typically used to for non-fiction books. It's very informal, and I guess that surprised me; I did not like that at first. By the end of the book, I realised why he wrote it that way, so yeah.

I wrote many notes from this book, so I do think it's very useful and interesting.

It would have been suuuuuch a strong recommendation from my side, had the author not seemed to be supporting Israel, just because he is Jewish (if my research is right, he is). So, I would not recommend to buy his book. But this is something worth reading or listening to, as I feel like an audiobook would be more easy to follow given the structure of the book. I’ll support you if you decide to download it illegally, idc.

[Khalid Basamih · Rating 5 out of 5]

كتاب فن الاقناع للكاتب بوب بيرج المختص في مجال المبيعات , يعتبر بوب بيرج أحد أنجح الأشخاص في مجال المبيعات و يعمل في إلقاء المحاضرات في المؤتمرات و الشركات و المؤسسات حول اساليب الاقناع .

خبرته الكبيرة في مجال المبيعات -و الذي يتطلب مهارات اساسية و عالية في الإقناع- قد انعكست على الكتاب بشكل واضح جدا.
ركز الكاتب على عدة جوانب مهمة جدا في عملية الإقناع , و التي قد لا تخطر على بال احد او قد يتجاهلها الكثير رغم أهميتها , قراءة هذا الكتاب قد يغير طريقة تعاملك مع الاخرين و يجعلهم مهتمين في طلبك او عرضك بشكل كبير جدا , لأن الكاتب ركز على العديد من طرق الاقناع المهمة وايضا ركز على طريقة التعامل مع الطرف الآخر سواء كان اسلوبه جيدا أو سيئا , حزينا أو سعيدا.

شخصيا هذا الكتاب من أهم الكتب التي قرأتها في هذا المجال , و أعتقد ستتطور العديد من مهارات الإقناع للمرء بعد قراءة الكتاب.

[Art]

This commentary in Spanish is for the Spanish version of the book. My similar thoughts in English are with the English version.

Este comentario en espanol para la version espanola del libro. Mis pensamientos en ingles estan con la version inglesa.

El libro parece ser algo interesante para gente a quien le interesa persuadir a otros. Lo que alguien saca de libros como este creo que depende en parte a la personalidad del individuo. Mi teclado de EEUU no tiene acentos ortograficos convenientes, entonces no los estoy usando. Favor de perdonar cualquier inconveniencia.

Agradezco la copia gratuita que recibi de Goodreads. Paz este con vosotros.

[Taylor Hopper · Rating 5 out of 5]

• Humans act out of emotion, not logic (either the desire for pleasure or the avoidance of pain)
• Respond = positive // React = negative
• Tact – ability to say something without offending but actually make them embrace it
• Ego – each person’s sense of self
• Thoughtfulness is a habit
• People do things because it benefits them in some way. Period.
• People act the way you expect them to
• Polite… Patient… Persistent
• Genuine “thank you in advance” is always good
• Always acknowledge a job well done
• Hear people out completely … no interrupting
• Ask for advice – makes people feel important
• Use peoples own language – shows you’ve been listening, makes them feel comfortable... people don’t argue with themselves
• People do business with people they know, like, and trust
• “I” message over a “You” message ... “I feel like I’m not being respected” vs “You’re being disrespectful”
• Polite implied threat (doesn’t hurt their ego)
• Start by crediting the opposing side… shows that you know there are two sides to every story and will go about it fairly and honestly
• Let the other person feel as though it was their idea (“As you mentioned earlier”)

[Shaked Zychlinski · Rating 3 out of 5]

First, I'll have to admit I haven't finished the book, and I'll explain here why. While the author explains himself very well, and provides clear and useful tips along with examples, the book itself lacks a storyline. It feels like reading an actual manual, and becomes tedious and boring - which is why I personally got to the point where I just don't want to continue reading. Still, as the tips I did read where good, I ended up giving this book 3 stars.

[Susan Oloier · Rating 4 out of 5]

Bob Burg definitely knows his stuff. He offers fantastic advice on how to not only persuade people in business, but to be a better human being. My four-star rating easily would have been five if the publisher had actually proofread the book. It was riddled with typos, and made me desperate to take out a red pen to correct them. When a book isn't properly edited, it yanks the reader right out of the material. What a huge disservice to Mr. Burg's sage advice and his book.

[Cliff · Rating 3 out of 5]

Definitely some good lessons in here. Burg demonstrates the importance of regarding others as equals to be built up and helped in every day interactions, leading to "wins" for everyone involved. He probably could have written a book half as long though, because he mostly says the same 15 things over and over again for 10 chapters.

[Victoria Pongsatyapipat · Rating 4 out of 5]

Good resource about persuasion in different situations

The art of persuasion is more or less about the things we already know, but it has be written in a really informative way and easy to understand, learn and adapt into your daily life.

I love how he explained different strategy to use in different situations. People who are beginner about persuasion should read this book.

[David Penso · Rating 5 out of 5]

Excellent book

It was very thorough and clear in covering a wide variety of situations and how to handle them to avoid or diffuse situations rather that make conflicts and win people to your side