Contiene: Getting to know the people you can't stand. The 10 most unwanted list. The lens of understanding. The road to hell is paved with good intentions. Surviving through skillful communication: prevent conflicts and resolve problems before they get out of hand. From conflict to cooperation. Listen to understand. Reach a deeper understanding. Speak to be understood. Get what you project and expect. Bringing out the best in people at their worst: specific goals and action steps for dealing with the 10 most unwanted. The tank. The sniper. The know-it-all. The think-they-know-it-all. The grenade. The yes person. The maybe person. The nothing person. The no person. The Whiner. What if people can't stand you.