Bullies, Tyrants, and Impossible People（威逼、暴君和不能忍受之人）

Following up on The Power of Nice, agent-attorney Shapiro and fellow negotiator Jankowski reiterate that book's tenets: Neutralize your emotions and stay rational; Identify the type of difficult person; Control the encounter; and Explore options. Using examples from their own lives as well as pop culture, they offer anecdotes and tips for analysis. The "situationally difficult" person may be temporarily overreacting, so empathy can be a sure road to cordial defusion. The "strategically difficult" are calculating (passive-aggressive, take it or leave it, etc.), but can be countered if you pleasantly, even humorously make them aware you're onto their game. The "simply difficult," using power as an imperative (irrational, bullying, duplicitous, etc.) are the toughest, but those facing them must recognize their own power—including the option to just walk away, a decision that must be approached carefully. While the title may be the best thing about the book, its tips on steering toward win-win situations are more than plausible. (June)
　　作者简介：Ronald M.Shapiro was called "one of baseball's most respected agent-attorneys" by USA Today. He has advised an array of corporate and politica leaders hegped settle a rr'ajor symphony orchestra strike, diffused racial tension in a metropolitan police department, and found solutions to major league baseball's owner-player and umpire conflicts.

PART ONE The N.l.g.E. System for Battling Bullies,Tyrants, and Impossible People
ONE: NI.C.E.: How to Beat Them Without Joining Them
Two: The Civil Rights Lawyer Who Lost His Cool and His Case: If You Don't Rule Your Emotions, They Will Rule You
THREE: First Lock All Your Vendors in a Small Room: Know Who You're Dealing with or You'll Never Know How to Deal with Them
FOUR: "We Don't Make Change": What You Don't Control Often Runs Amok
fIVE: We'll Get You Fired: Ultimatums Without Options Lead to Impasses
PART TWO N Neutralize Your Emotions: Learning to Act Rather Than React
six: The Securities Commissioner: Fight, Flight, or Focus
SEVEN: He Called Me the Scum of the Earth: Change Your Physiology and You Change Your Psychology
PART THREE I Identify Types:Know What Kind of "Difficult" You're Up Against
EIGHT: Close Encounters of the Police Kind: Dealing with the Situationally Difficult
NINE: The Photo Shop Clerk: Dealing with the Strategically Difficult
TEN: The Boss from Hell: Dealing with the Simply Difficult
PART FOUR C Control the Encounter: Shaping the Outcome
ELEVEN: First-Class Treatment Gets a First-Class Upgrade to the Hall of Fame: Controlling the Encounter with the Situationally Difficult
TWELVE: Little Big Man: Controlling the Encounter with the Strategically Difficult
THIRTEEN: Free Agents Always Go for the 'Money: Controlling the Encounter with the Simply Difficult
PART FIVE E Explore0ptions: Getting"Unstuck"
FOURTEEN: Hey, Dad, I Have an Idea for My Punishment: How to Turn Dead Ends into Detours
FIFTEEN: The Largest Contract for a TV News Anchor: Why and How Options Work
SIXTEEN: The Option to Play Ball: How to Engage the Other Side in Exploring Options
SEVENTEEN: I Said/He Said: Ending Without Escalating
Acknowledgments
Index