This is a great book if your looking to improve your communication with relationships or provider better customer service with your job. The book provides great advice with applicable stories and techniques. I think one day i'll re-read this to get a better handle on the specifics. For a first time read it's changed my perspective on how I view difficult people and approaches.
I took it down the stars because at times during the book you can hear the white male privilege ooze out. Still, doesn't last long and ultimately the value of the rest of the book was worth it. -UPDATE- It's a combination of white male police privilege, i'm able to place it now! So when these phrases or parts leak out it makes him sound really insincere. I'd still say this is worth the read because it does provide valuable insight on deescalation, just a heads up.
The audiobook narrator I think was a perfect fit for this book. Nicely read.
