The book explains in detail the Non-Violent Communication Process. It helps how to deal better with all kind of situations and how to be empathic towards the other person and discover the needs.

NVC has 4 steps: 1. Observations (see, hear, remember, imagine) 2. Feelings (emotion or sensation rather than thought) 3. Needs (what I/you need or value; rather than a preference), e.g. I feel nervous 4. Request (clearly requesting that which would enrich my/your life without demanding): The concrete actions I like taken ("would you be willing to"). 4 may be unspoken if empathy is offered