We all find ourselves in difficult situations where we need to tread lightly - or deal with the consequences, but how often do we say nothing - or say too much? This book aims to help the reader to step back from their own emotions, remain calm and work out the right thing to say. It has practical advice and examples ranging from difficult discussions with your partner, friends and family, to salespeople, bosses and collegues, showing first the wrong way - and then the right way - to get through those tricky times.