Fine covers a lot of ground, some of it well establised, some not: make sure your language is concrete and specific---praise an employee with the specifics of her conduct, not bar room generalties; deal with the issue at hand, and not the person; a good checklist on starting off a difficult conversation. Some of it is less obvious: tips on how to get a conversation back on track when the other wants to derail it; use the Asian way of looking at a person's business card---hold in both hands, look at it, and comment or ask a question on it; a good checklist on questions to ask prior to starting negotiations. I don't agree with her tips on asking for business as they apply to services(it is hard to close business when you are selling a service, as opposed to a widget; the best you can do is to say that you'd like to work with the prospect if a matter arises that you are suited for). I like her section on how to create "positive energy"---compliment people, show sincere interest in them, drop them a note or provide a tip that may be of use to them. All good stuff.