Bullies, tyrants, and impossible people : how to beat them without joining them / Ronald M. Shapiro and Mark A. Jankowski with James Dale.

Includes index.

The system for battling bullies, tyrants and S.O.B.S -- N.I.C.R. : how to beat them without joining them -- The civil rights lawyer who lost his cool and his case : if you don't rule your emotions, they rule you -- 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 -- "We don't make change" : what you don't control often runs amok -- We'll get you fired : ultimatums without options lead to impasses -- N, neutralize your emotions : learn to act rather than react -- The securities commissioner : flight, fight or focus -- He called me "the scum of the earth" : change your physiology and you change your psychology -- I, identify types : know what kind of difficulty you're up against -- Close encounters of the police kind : dealing with the situationally difficult S.O.B -- The photo shop clerk : dealing with the strategically difficult S.O.B -- The boss from hell : dealing with the simply difficult S.O.B -- C, controlling the encounter : shape the outcome -- First class treatment gets a first class upgrade to the hall of fame : controlling the encounter with the situationally difficult S.O.B -- Little big man : controlling the encounter with the strategically difficult S.O.B -- Free agents always go for the money : controlling the encounter with the simply difficult S.O.B -- E, exploring options : getting "unstuck" -- Hey, dad, I have an idea for my punishment : how to turn dead ends into detours -- The largest contract for a TV news anchor : why and how options work -- The option to play ball : how to engage the other side in exploring options -- I said, he said : ending without escalating.