" This is a great book to guide you on different steps to manage those crucial conversations that will come across your way in every type of setting. It's a lot of information, but as all self-help books, the value is in its practice. A lot of key questions are proposed to think about once you find yourself in a situation where passion and emotion are ruling your dialogue at critical moments. The acronyms proposed are useless, but the gist of the steps get across to an extent. Worth reading it through though and even having a copy to refer to. "
— Katherine, 2/5/2014