I really enjoyed this book. The crux of it is that you are dealing with bad or difficult behaviour, not necessarily bad people. If you understand what drives the behaviour you can be more successful in dealing with it. It is also a good guide on what NOT to do. AND the book is not a weighty tome that drones on and on to prove a simple point ... it is nice and to the point. I was a IT consultant for 10 years working with many different global coporate companiess, and now run my own business employing 15 people. I can recognise each and every behaviour type. I have tries lots of these strategies for dealing with these behaviours (successful and unsuccessful) and a lot of this advice rings so very true.