Being the shy and appeasing type, more in the past but still so in the present to some extent, this book was suggested to me. I found it very helpful and the steps useful. The language is friendly and frank, the chapters broken down for those who have to close their book often in order to do other things like parent. It has helped me and I hope it can help others.
I found this book easy to read and very interesting. She has some unique suggestions for improving communication and disarming hostile situations with simple changes in how your word things. I also loved her scifi book Native Tongue.