This book and its concepts were interesting but some portions were not explained very well. In addition, I didn't feel that this book was very well organized. I had no idea where to find something by just flipping through it because topics seemed to be discussed at random. The index was quite helpful and the glossary was as well for an at-a-glance look at the concepts' definitions, but I couldn't begin to tell you Dana's reason behind organizing the topics like he did!
The material for the book just feels outdated, really hard to read through this material. Some information was useful the 4 step method and that was really it.
I highly suggest passing this read if you know how to communicate with people. It feels like someone took a college course and crammed it into a book.