Book Review Hot Buttons: How to Resolve Conflict and Calm Everyone Down Title: Hot Buttons: How to Resolve Conflict and Calm Everyone Down Publisher: Cliff Street Books Location of Publication: New York Year of publication: 2000 Number of pages: 336 Price of the book: The price varies from $0.46 to $23 depending on whether the book is new, used, with cover hardback, paperback or collectible. And Cool Everyone Down" is about conflict management. The following is background on the contributors: - Sybil Evans is a nationally recognized specialist in conflict resolution and diversity issues. As president of the consulting firm Sybil Evans Associates, Evans is a highly sought-after trainer and speaker, enriching the interpersonal skills of individuals and Fortune 500 companies, including Campbell's Soup, Avon, Lucent Technologies, and AT&T. She is also the author of "Resolving Conflict in a diverse workplace." - Sherry Suib Cohen is the author of eighteen books, a contributing editor to McCall's, and an award-winning member of the American Society of Journalists and Authors. The book is organized as follows:Chapter 1 -- What's a Button hot?Chapter 2 -- Hot Buttons Everywhere!Chapter 3 -- Hot Buttons: Hazardous to Your Health!Chapter 4 -- What Pushes Your Buttons?Chapter 5 -- Hot Buttons and intimacyChapter 6 -- The important buttons and the familyChapter 7 -- The important buttons and childrenChapter 8 -- The important buttons and friendshipChapter 9 -- The important buttons and the workplaceChapter 10 -- The magic of your mindThe central concept of book is to develop cooperative collaborations that generate advantages win solutions that everyone wants to implement. These are built from a five-step process: 1) Watch what is happening as if you were part of the audience at a show so you experience detachment and objectivity. This helps you calm down.2) Confirm the validity of the other person's point of view to help them calm down and positively get their attention.3) After the other person's anger has diffused enough, ask questions in a neutral manner and respectful to get more information. 4) Affirm your interests and needs in terms of the other person's perspective and history. The other person listens to you now because you listened to them first.