The impossible people who make lifes journey so difficult are everywhereat the office, in restaurants, on airplanes, living next door, members of your own family. Theyre . . .

your nothing is ever good enough boss

the no price is ever low enough client

the next-door neighbor who redefines the meaning of paranoia

the matre d who looks through you as if you dont exist

the father-in-law who you know is always thinking about how much better a life his Janey or Joey would have if only married to someone other than you

Ron Shapiro and Mark Jankowski give you a simple and highly effective 4-point plan for dealing with all of them and moreN.I.C.E. Their system shows you how to neutralize your emotions so you dont just react but act purposefully and wisely. It enables you to identify the type of bully, tyrant, or impossible person youre facingthe situationally difficult (something has happened that turns an otherwise reasonable person into a temporary terror); the strategically difficult (she has empirical evidence that being difficult is a strategy that gets results); or simply difficult (being difficult is his 24/7 M.O.). Then youll learn how to shape the outcome by controlling the encounter and, finally, how to get unstuck by exploring your options.

Using colorful stories from all walks of life He called me the scum of the earth and it went downhill from there, First, lock all your vendors in a small room, and The boss from hellthe authors bring their lessons to life, from business life to family life.