The article presents information on the book "Bullies, Tyrants, and Impossible People: How to Beat Them Without Joining Them," by Ronald M. Shapiro and Mark A. Jankowski. Shapiro and Jankowski's four-step process -- neutralize emotions, identify type, control the encounter and explore options -- teaches readers to keep their cool and gain the upper hand with difficult people without taking on their traits. The authors extensive backgrounds with the subject matter lend credibility to their useful tips and amusing anecdotes.