Transforming e-knowledge Book

On oldie but goodie, this one languished on my shelf for years. Recent struggles with a verbally abusive person in my professional life drew me back to this book. It was very helpful. The Gentle Art system is a very simple and very effective method for recognizing, understanding, and avoiding verbal abuse. My two biggest takeaways are (1) don't take the bait and (2) if a speaker believes what he or she says, there is no lie to detect. The latter neatly draws the line between lies and delusions. Very useful because that line is the point beyond which there be dragons.