Wish I had read this book when I still worked for a credit union. There are hundreds of strategies and techniques to help you handle the difficult people we ALL work with. It is a reference tool/guidebook. You look for your particular problem boss or co-worker. You know the ones: SNIPERS who attack you, disguising their jabs with jokes or the ONE-UPPERS who have to top whatever you say and go you one better. If defines the person, what you may be thinking, what their thoughts might be and the strategy to use. It helps you deal with the problem logically not emotionally. I had to deal with a belligerent co-worker, I could I used this book then.