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At my office we had a 2 day seminar on Verbal Judo. It provided a lot of useful techniques to use for defussing a situation. I think that if you apply some of the tools that the book provides then it can be good. I thought it was very good for my job and officiating but there were some people in my office that thought it was crap.
I attributed a lot of that to "Old Dog new tricks"
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