Anna tackles a complex issue, that is present in all organizations, in such clear and simple manner that it seems almost unbelievable. But it is not! Conflict stages are predictable and methods to deescalate are too. More than ever incivility is growing in our workplace and this how-to book gives steps to turn it around. I have invited the author to speak on this topic at various organizations I have led and in all cases her work and information have been transformative. Whether you are in a large organization, a non-profit, a college or church or just having issues with family...this book has real solutions for real people! Amazing!