Moscow: Eksmo, 2004. 224 s. The authors propose to consider conflicts in relation to the business sphere: negotiations, formatted communication, business communications . In other words, the work is devoted to those areas where communication technology and professional ethics are welcomed. The book is not based on a behavioral algorithm "do just so", but an algorithm for solving a problem that obeys changes that correspond to the logic of the development of the situation. The publication presents different methods of interaction with partners in a situation of conflict interaction, depending on their mood and communication goals. The work contains a large number of practical stories, jokes, anecdotes, aphorisms . This is done on purpose, since emotionally supported knowledge, according to the authors, is easier to remember.