Saying no is not always easy. It is certainly difficult to say no when the boss comes into the office shortly before closing time with the fifth urgent order of the day, or when a fussy customer complains repeatedly. After all, one does not want to appear unwilling or rude. However, if you always agree, you put yourself under more work than you can handle, and thus put yourself under unnecessary stress. If you can say no in a friendly but firm way, you can assert your position without hurting the feelings of others. It is a fallacy that kindness always means giving in at the same time: A confident no can be both comprehensible and yet binding. In the new edition of her classic, Tanja Baum uses many examples and instructions to show how to develop such a consistent strategy of kindness.