Many copies of this book were kept away in the office library, something no one bothers to read, of course. Again, though, it is a brilliant book. It goes into how to bring people to the negotiating table, even if they don't agree with you. I can't quite encapsulate this book in a review, it feels like a must-read. The main idea is just, be aware of your defense mechanisms, and be aware of everyone else's. Ignoring you, being sarcastic, being angry are all defense mechanisms -- fundamentally everyone wants to feel safe, at peace, and without any stressors. You can achieve that as long as you are in control of your own emotions and defense mechanisms. Learn to control your reactions and the world is yours to take.