I stopped reading this low-content book approximately halfway through, at the point where the author narrates an account of a waitress who doused a drunk customer's head with salt ... not because he was being nasty toward her, or hitting on her, but simply because he hadn't been tipping her with the rounds of drinks he ordered. In the eyes of Robert Sutton, Ph.D., it was the non-tipping customer who was the a-hole, not the obviously abusive waitress (who should have been fired on the spot, and charged with assault and battery for good measure).Aside from that world-class academic insight, life is too short to waste on books like this--a 1,000-word article would have said all that Sutton has to say on the subject.