The book is divided into 10 chapters. Each chapter gives police officers helpful information on conflict resolution, assertiveness, use of authority, interviewing, and a number of other skills. Chapter 1, Introduction to Communication, states that effective communication benefits officers by helping to create a professional image, serving as a first line of defense in a crisis, and aiding officers as they advance in their careers. Chapter 2, Communicating with Authority, contains information on the negative uses of authority. It suggests that manipulative patterns such as projection, stereotyping, and overreaction by offenders put officers and citizens at risk. Chapter 3, Dealing with Manipulation, outlines three useful assertiveness skills. These skills include the “I” messages, “broken record,” and “negative assertion.” Chapter 4, the Rescue Triangle, argues that the rescue triangle is a manipulative pattern, often involving three people that can escalate into violence. The rescue triangle is particularly dangerous in domestic situations. Chapter 5, Listening and Interviewing Skills, reviews the skill of reflective listening and shows how effective listening techniques build trust, defuse tension, and enhance an officer’s professional image. Chapter 6, Sensitivity, stresses the importance that all people have the right to be treated with dignity and that appropriate touch, eye contact, and language can help citizens feel comfortable in an officer’s presence. Chapter 7, Crime Victims, stresses that crime victims are important people in the criminal justice system that should be treated with respect. Chapter 8, Problem-Solving, argues that safety is the first issue to be considered in problem-solving negotiations. Chapter 9, Sexual Harassment Issues, defines sexual harassment and points out that supervisors can be held accountable for the harassing behaviors of employees. Chapter 10, Monitoring Your Attitude, stresses the importance of a positive attitude, telling the truth and maintaining a proper perspective.