From the Book - Regular Print - First edition.
The system for battling bullies, tyrants and S.O.B.S
N.I.C.R. : how to beat them without joining them
The civil rights lawyer who lost his cool and his case : if you don't rule your emotions, they rule you
First lock all your vendors in a small room : know who you're dealing with or you'll never know how to deal with them
"We don't make change" : what you don't control often runs amok
We'll get you fired : ultimatums without options lead to impasses
N, neutralize your emotions : learn to act rather than react
The securities commissioner : flight, fight or focus
He called me "the scum of the earth" : change your physiology and you change your psychology
I, identify types : know what kind of difficulty you're up against
Close encounters of the police kind : dealing with the situationally difficult S.O.B
The photo shop clerk : dealing with the strategically difficult S.O.B
The boss from hell : dealing with the simply difficult S.O.B
C, controlling the encounter : shape the outcome
First class treatment gets a first class upgrade to the hall of fame : controlling the encounter with the situationally difficult S.O.B
Little big man : controlling the encounter with the strategically difficult S.O.B
Free agents always go for the money : controlling the encounter with the simply difficult S.O.B
E, exploring options : getting "unstuck"
Hey, dad, I have an idea for my punishment : how to turn dead ends into detours
The largest contract for a TV news anchor : why and how options work
The option to play ball : how to engage the other side in exploring options
I said, he said : ending without escalating.
