QUOTE : There will always be difficult people for us to face—the chronically insecure, the hopelessly stubborn, the hysterical complainers. Your ability to disarm these people will prove an invaluable skill. You do have to be careful, though: if you are passive they will run all over you; if assertive you will make their monstrous qualities worse. Seduction and charm are the most effective counterweapons. Outwardly, be gracious. Adapt to their every mood. Enter their spirit. Inwardly, calculate and wait: your surrender is a strategy, not a way of life.