Based on the practical experience of a successful mediator and supported by neuroscientific research, this book addresses a problem we all know: How do we deal with angry, quarrelsome, or choleric individuals? Douglas E. Noll, a former attorney and now a peacemaker, has developed a communication method that is both simple and surprisingly effective, capable of literally diffusing the anger of others in seconds. This de-escalation strategy allows one to say exactly the right thing in exactly the right way at exactly the right moment, helping to remain calm and composed even in the face of rudeness, provocation, or bullying: Instead of addressing the issue at hand, one reflects the emotions of the other person. Through techniques that have been shown to calm the emotional centers of the brain, conflict-laden situations can be defused.