How to Win Friends and Influence People by Dale

Carnegie

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How to Win Friends and Influence People by Dale Carnegie

Dealing with People

Have you ever felt people don’t understand you? Have you ever wanted to achieve a goal, but the

others involved refuse to help? You are not the only one. Most people experience this at some

point or another in life.

The key to avoid this unpleasant feeling lies in positioning ourselves in a different angle, or in

other words, putting ourselves in the other person’s shoes. Indeed, it seems contradictory if we

know the other person is the one who’s wrong. So, why do we have to fathom the other person’s

standpoint?

Although it seems it doesn’t make any sense, the truth is this is the best method to get real

friends, persuade a person’s behavior, and make people understand us better. Changing our

perspective will make it easier to ignite in the other person a desire, goal, or path. It will likewise

help us build positive relationships in every facet of our lives.

Unfavorable Aspects

There are many factors that contribute to our ignorance of how to deal with people, but let’s

mention two of them.

Unfortunately, we learn math, science, languages or other subjects in schools; however,

how to truly live in the real world isn’t learned there. Schools don’t teach kids how to be

successful in life, or how to deal with people. Regardless the level of study we acquire,

most educational systems keep failing greatly.

Can we blame only the education system for our incapacity to convey our ideas, feelings,

or thoughts? Perhaps the education system is not the only one we should blame. What

about us? How is our self-esteem and confidence? Do we feel comfortable expressing our

opinions? Can we convince a person to take our side?

How to Obtain Confidence

Conquer your fear by doing what you fear the most. It sounds absurd; however, it is the

real solution. For example: if you are afraid of spiders, running away from them is not

going to take the fear away. We need to face our fears to be able to overcome them.

Persevere. Perhaps, you will cry, scream or run away from the spiders several times

before you conquer that fear completely because conquering a fear will not happen

immediately. We need to keep trying. Nevertheless, every attempt is a victory, and little

by little the fear will go away.

Keep track of your efforts. Having a journal where you can see your efforts helps you

visualize your hard work. Since the results won’t be evident immediately, keeping a

journal helps your brain understand you are not with your hands crossed, you are actively

working toward conquering your fear, and your brain will tell your body and heart to

keep going.

Talk to people. People that share things in common become united. Sharing your fears

with others might help you understand yourself better. Many people out there have

experienced your same troubles, and many have succeeded in solving them. Their

knowledge and experience can help you conquer your fear as well.

Go Back to the Basics

When we were children, our teachers advised us to care for our classmates and friends. We

shouldn’t be rude nor offend them; otherwise, we could hurt their feelings and at the end they

wouldn’t be our friends anymore. Interestingly, despite we learn those facts since young, when

we grow up, we forget them. We start criticizing people for their mistakes and get mad at them

when they don’t do what we want, and sure enough, we hurt them with our words. The worst of

all is that we do it on purpose.

The reality is that pointing out at others mistakes will not have the effect we wish. When a

person does not follow instructions is either because the person didn’t understand the instructions

in the first place, or the person doesn’t know how to follow them. Criticizing that person won’t

solve the problem. What should we do? Attack the problem, not the person.

For instance, if your spouse doesn’t know how to cook, yelling at her/him won’t solve this

situation; otherwise, enrolling your spouse in a cooking course will. Every problem has a

solution, you must look for it. Nonetheless, criticism is fruitless. Hurting someone’s pride will

not make him do what you desire. On the contrary, the person will feel dejected and you won’t

obtain the results you wanted.

As you know, nobody is perfect. Indeed, this is a fact taught to us since we are young, but still,

we expect perfection and tend to point at people’s mistakes and diminish the person with our

criticism. When we do so, only resentment follows. Hans Selye, a former psychologist,

mentioned last century that “humans seek approval, but dread condemnation.” Have we

changed? Not a whit!

It is strenuous to try to change our habits and conduct, it is worse to try to change another

person’s. Therefore, one must refrain from perfecting others while we need to improve ourselves.

As humans, we have emotions, and most of the time, those emotions dictate our course. Hence, if

someone comes and tells us we are doing wrong, our emotions (anger, sadness, frustration,

indignation, melancholy, and so on) immediately burst up.

Therefore, next time you feel like pointing out at a person’s mistake, stop! Think hard! How can

this mistake be corrected? What are my options? Remember, attack the problem, not the person!

People Seek Recognition

Whether it is for a merit or an accomplishment, people want others to recognize they have said or

done something significant. We are human beings full of emotions, and one of the innermost

powerful emotions we seek is value. We all seek recognition. When that doesn’t happen, people

lose motivation. This can cause a person to look for recognition one way or another.

For instance, people victimize themselves. People may start feigning a sickness to bring attention

to themselves, or worse, they could make themselves sick, mental and/or physically. They think

they will receive care or sympathy in the hospitals. Others, the hypochondriacs for instance, do

not inflict harm to themselves physically but mentally. Why? They crave for attention. This is an

inner desire. It doesn’t go away with age; in fact, it gets stronger.

Showing a person he is valuable is easy. First, you need to concentrate and visualize the person.

How this person speaks, dresses, walks, works, eats, runs, studies, and so on. What about this

person’s manners, behavior, and personality? Now, look for his/her good points. Don’t be

selfish! Every person has good points. When you find them, write them down in a notebook.

Even the smallest things are welcomed. Then, honestly, praise those things. Use words and

actions to show your appreciation to that person. For instance, by:

Giving a gift

Being practical, providing something the person needs

Complimenting the person

Showing approval

Do this exercise:

Select a person (parent, spouse, child, neighbor, co-worker, employee, friend, or whoever). Who

did you select? Now, think of a past pleasant situation you had with the person. Visualize the

scene. What was he/she doing? How was this person dressed? What was she/he saying? Look for

something positive this person did or said. What was it? Now, think how you could show

appreciation for what this person said or did. Could you compliment this person? What would

you say? Could you buy a personalized gift for this person? What would you buy? Could you

show your approval saying something nice?

Showing our appreciation to people is not difficult if we do it from our heart. We just need to sit

down, think of the person and find his good deeds or points. Then, we just have to show this

person with our words and actions we approve him. Just sit and think! If you do this exercise

daily, you will get to have real friends and people around you will feel more motivated to please

you.

People Have Their Own Goals, Desires and Path

Every person has an interest. When a person acts, it’s because that action was followed by an

inner desire, goal or whatever you want to call it. We all have something we want, so forcing

someone to do a task will not bring the best results. To make a person do something, that person

has to desire it first. Consequently, you need to learn the person’s desire. Understand that

person’s desire. Question yourself how you can make that person do what you want. “I need you

to…” “I want you to…” are not correct forms to start a sentence. Start worrying less about you

and more about others.

Seeing things from the other person’s angle in order to understand his mind is always a good

option. When doing so, the person will do what you wanted without you asking for it.

Attract People to You

Humans are not meant to live in isolation. Hence, it’s logical to want to have friends and close

acquaintances. Nevertheless, we do not want them to be fake. We want the real deal. Besides, we

don’t want to relate to a person who’s selfish and only thinks of himself, yet we behave like that.

Perhaps not all the time, but we do it. So, how can we make real friends? Be a good friend. When

we are good friends, we care about the other person, and that attracts people to you.

The truth is, trying to make people interested in you won’t work out unless you are interested in

them. There are individuals who complain they never make any friend, but have they really

tried? Take for example a person that has a year working in a company; however, that person

doesn’t even know the names or the background of his co-workers. Being interested in other

people means exactly that, being interested.

Active Interest

Having an active interest in people will help us build relationships. How can we do that? Ask

questions. People tend to feel attracted to others when they worry about how they are, their

families, work, birthdays, likes, and dislikes. Once the person starts talking, listen carefully.

When communicating, one must be able to play the two roles, a listener and a speaker.

Another formula to attract people to you is to speak with enthusiasm, even when answering a

call. Most of us have had the experience of having a bad teacher in our education. Why was he a

bad teacher? Because his classes were dull and not at all interesting. If we are seen as a dull

person, people are not going to be interested neither in what we say nor what we do. Then,

making friends is going to be difficult.

Finally, remember to smile. Make a habit of it. People perceive if a person is approachable with

just a smile. This small gesture, even on the phone, can help us strike up wonderful

conversations and get people’s attention. On a face to face conversation, keep visual contact.

This sends the message to the person that you are totally focused on what he’s saying.

Showing an active interest in people will bring mutual benefits. The person will get your

attention and you will get to convince him to do what you want. Even if you throw out an idea

and let the person regard it as his own, you still get benefits. Although he may think it is his idea,

he will do what you wanted since the beginning and both parties will be happy. Don’t

concentrate on your winnings. Worry about the other person’s gain too. This makes miracles.

Remember, a relationship consists of two elements. You cannot think only of you, you are only

the first element. You must also think of the other person, the second element. When both parties

get gains, there’s a mutual benefit.

The First Impression Counts

Consciously or not, we evaluate people when meeting them for the first time. This evaluation

only takes seconds, but the impression sometimes lasts a lifetime. Thus, it’s crucial to make a

good first impression. There are factors to take into consideration when wanting to make a good

impression. To start, pay attention to your appearance, body language, outfit, manners, and

demeanor.

For example, imagine this situation: You bought a nice dress for a job interview. It looks

spectacular on you, but you have a frown face when the interviewer starts asking you questions.

Second situation: You didn’t take time to dress up properly, so now you have an unkempt

appearance, but you have a lovely smile. In both cases, the possibilities to get the job are being

reduced because of the bad impression. It’s the combination of all these factors that can make a

lasting impression on others.

Remember, you don’t have to be somebody else to make a good impression. You just have to

reflect the best of you.

Don’t Let Emotions Control You

Nobody wants to be friends with people that are ill-tempered because when this person gets

angry, he insults others or just makes them feel bad. Nobody wants to be close to someone like

that. Therefore, it’s pivotal to learn how to control our emotions.

Indeed, there are situations out of our control. For instance, you have an important meeting first

thing in the morning. You woke up early, prepared everything and went straight to work;

however, there’s a traffic accident on the road and you get stuck. Can you control the situation?

Yes, by not getting mad at you or somebody else. We cannot let our emotions control us. Teach

your mind to control you. People admire those who can handle the situations without letting the

situation take the best of them.

There is a black cloud over us from time to time, but that is not an excuse to let our emotions out

of control. Next time you feel you are losing it, do the following exercise. Identify the problem.

Analyze your current situation carefully and find out what is causing you distress. Is it a person?

Your job? A neighbor or classmate? After identifying the cause, find out the reason. Why are

you so upset about it? How does it affect you? Then, think of the possible solutions and write

them down on a sheet of paper. Work on them until you get the outcome desired.

Happiness doesn’t come by chance. People need to work to be happy. If a situation is causing

you disturbance, you need to fix it in order to achieve mental peace and be able to control your

emotions. Otherwise, people will walk away from you. At the end, it is not what is around you,

or who is around you that can make you feel at peace. It is you who can do that!

Keep Your Goal in Mind

Remind yourself every day what your goal is. Say it aloud to yourself again and again. Recite it

to you as if it was a prayer. This will stick in your brain and your brain will start working

towards that goal even unconsciously. Then your brain will snatch every opportunity to achieve

your goal.

Remember the Person’s Name

Our name is part of our identity. Being called by our name makes us feel flattered. Therefore,

you need to make an effort to remember people’s names. It makes a deep impression on the

person. People feel cared, complimented. On the contrary, people avoid instinctively the one

who doesn’t even remember something as simple as their names. God forbid, you misspell their

name. Then the situation gets more complicated. What to do? Challenge yourself! Try to

remember the names of people around you, and the new people you meet. Repetition is the key

to retention. Start using the names as soon as you hear them. The use of the names will help you

remember them. If it is possible, write them in a notebook for further references.

Winning a friend is possible if we remember the person’s name. But when doing business,

calling a person by his name is a must, for we have been trained to pay attention when someone

calls us by our name since we are kids. When someone uses our name, we know that person

knows us. When the person pronounces our name, we listen to his tone of voice because it

indicates how well he knows us. We even see his facial expressions, trying to determine what he

thinks of us when he says our name.

So next time when you want to start a business or win a person over, remember to call that

person by his name. Your time and energy invested to recall and pronounce the names correctly

will be rewarded.

Engaging in a Conversation

Nowadays, it’s important to develop conversational skills not only for our social life but also for

work. Everyone likes to talk about themselves, but not everyone is a good conversationalist. To

be good at engaging in a conversation requires to have good listening skills.

Often, businesses lose clients because their employees do not know how to listen nor how to

keep a conversation. It’s irksome not to be listened. Hence, when dealing with people, be an

active listener. Don’t pretend you understood the person if you haven’t. Sometimes people just

want to vent, so listen until the end. Don’t debate. When listening, ask open-ended questions.

This helps you show you are paying attention to the speaker.

On the other hand, when listening, encourage people to talk. Ask the person about his

achievements. Make the person the spotlight in the conversation, but be sincere. Find the

person’s good points. Perhaps a clever thought, a joke, an interesting comment. Single that out.

Give the person credit. Allowing the person to shine will make the person care about you at the

end. Remember, communication keeps people connected to one another.

To grasp a person’s attention, we only need to speak about their interest. A baker likes speaking

about baking. A pastor likes talking about the Bible. An engineer enjoys speaking about

machines, and so on. Learn the person’s interests and have him speak about themselves and

you’ll grasp his attention for hours. Talking about one’s interest and the accomplishments we’ve

obtained makes us feel important. Therefore, listening to people is what makes a good

conversationalist, and being a good conversationalist makes us get real friends and close

business.

How to Persuade People

Two opposite comments. Who’s right? Who’s wrong? What does the winner get? The effects of

an argument are disastrous. Even the winner loses something. Arguments must be kept far away

from us. They are plagues. When wanting to sway someone to do something, appealing to an

argument and trying to win it won’t have a positive response. We, humans, tend to be stubborn,

so even though we show evidence that the other party is wrong, at the end, the person will be

more convinced that he’s absolutely right.

Nobody Wins an Argument

The idea behind holding an argument is to let the other person know he is wrong. Deep inside,

you want to feel superior. You want recognition. Yet, this person didn’t ask for your opinion.

You are trying to convince him he is wrong and perhaps, you are right, but winning your

argument means hurting the person’s pride. Resent will follow, and you’ll get the opposite of

what you wanted. The person will not be persuaded, he will be obliged to change and see things

differently. Do you like being forced to do something? Nobody does. Nevertheless, that is

exactly what people do when trying to win an argument. They want to force their own ideas into

the person’s mind.

Going against the tide is not advisable, particularly when the other party has a strong point of

view. So, what can we do to persuade the person to do what we want? Think! Look for a positive

thing about the person. Give an honest compliment, or ask an honest question to make the person

speak about himself. Remember, we all love feeling we are important. People want to be heard,

so pay heed to them. Once the person feels he has been recognized, he will change his opinion on

his own. Arguments are not needed.

Abraham Lincoln once said “no man who is resolved to make the most of himself can spare time

for personal contention, still less can he afford to take the consequences, including the vitiation

of his temper and the loss of self-control, yield to larger things to which you show no more than

equal rights, and yield to lesser ones though clearly your own. Better give your path to a dog than

be bitten by him in contesting for the right, not even killing the dog, will cure the bite.”

(Carnegie, 1936, p. 115)

What can we do when facing a disagreement with someone? Don’t let the disagreement turn into

an argument. Building self-defenses is an instinct, but hold yourself. Have an open mind. Be the

active listener as you’ve already been taught in this paper. There must be something you agree

with the person, set a common ground. There’s always something. If you cannot find anything at

the moment, then thank the person for sharing his opinion. It takes courage to say to a person in

his face you disagree with them. So, show appreciation to the person for being brave enough to

tell you he disagrees with you.

When the person finishes talking, don’t make a comment yet. Take your time to analyze what he

said. What points were logical? Why do you agree with them? What points do you oppose, and

why? After a careful analysis, you can express your thoughts with tact. When finding you made a

mistake, say so, and apologize. Then, tell the person you need more time to analyze the matter

carefully, and you’ll be back with solid, clearer conclusions. Do so! Maybe the person is right.

Remember, today’s opponent can become tomorrow’s friend.

Avoid Turning People Against You

Nobody was born perfect. We cannot be right all the time, so it’s not ethical to tell people they

are wrong. Tell yourself and others before attempting to straight a fact that you may be wrong.

Before saying someone is wrong, analyze the facts. That’s the best thing to do for both parties.

Pointing out someone’s erroneous ideas can turn him against you because you are invading his

mental comfort zone. Then, the person becomes aggressive and defiant. That’s not our goal.

How can we avoid this unpleasant situation? Be subtle. When trying to straight the facts, ask

questions to help the person to reason. Be gentle. Using tact when speaking can save us from

bitter and unpleasant moments.

Asking a trustworthy person to check on you can help too. Ask a friend, parent or confidant to be

honest with you, and tell you when you are being stubborn, or you’re trying to win arguments.

Most of the time, it’s not easy for us to see our defects, but others can help us. Be a big person,

listen and follow the advice.

Accept your mistake before the other person has the opportunity to speak. It is an essential rule

to avoid a person turning against you. People make mistakes, but instead of admitting them, they

defend themselves. Wrong! This causes that the affected person gets irritated and an argument

starts. On the contrary, when accepting one’s fault, criticizing oneself, condemning oneself and

bringing forward what the affected person intended to say first, most likely, he will be speechless

and probably take your side.

Another useful method to avoid a person to disagree with you is to make this person agree with

you. It’s a simple task. Prepare questions in which you know the person will answer positively.

Why? Because once our brain starts answering in a positive way, it will continue answering

positively, and chances are we will get what we want without even asking for it. Remember,

make the person agree with you by asking simple questions that will get affirmative answers.

Talking too much brings enmities easily. Have you ever been with someone that the only thing

he does is talk? How have you felt? Annoyed? Bored? Stressed? The Chinese have a saying that

goes: “we have two ears and one mouth,” which, obviously, means listen more, and talk less.

The ability to listen nowadays is quite rare. People want to be the center of attention and don’t

mind others. All they do is talking. Instead of making friends or convince them to do something,

what they obtain is rejection. Next time you feel like bragging in front of others, think twice.

Stop yourself.

Learn How to Talk

When parents tell their child what to do, have you noticed the child do exactly the opposite?

That’s our nature. We don’t want to be commanded. In a sense, you may say, we never grow up.

We want to use our free will and make our own decision. So, what does a parent do to make his

child obey? The parent learns how to talk. Not only do they say words of encouragement to the

child: “You are a good boy,” “Wow, you are doing a good job,” “How smart you are,” but also,

they use reverse psychology. This works marvelously.

We, adults, are no different. We still need praising words. We want to feel what we do has

meaning, and it’s useful. When using words of encouragement, people are more open to be

cooperative.

We want to feel we have the command, and we are the authority, so just asking for a person’s

opinion can make a difference in getting a business deal close or not. Don’t boss people around.

Next time you need someone to do something, make suggestions. Also, involve the person in the

situation, encourage him to express his ideas about the matter, and he’ll end up doing what you

wanted undoubtedly.

Simple words such as ‘Please,’ ‘May you…,’ ‘I was wondering…,’ ‘What do you think of…?’

‘Why don’t you…?’ and so on make wonders. The difference between commanding and

suggesting is how we make the other person feel. Commanding brings negative results. Avoid it

as much as possible. People like to feel they make the decision on their own, and they will work

hard doing what you wanted if you make recommendations.

See Things from the Other Person’s Perspective

We are who we are for a combination of factors. Since none of us were raised exactly in the

same environment and lived the same experiences, we don’t live nor think the same way. Then,

why do you want people to agree with you on everything?

What else can you do when someone disagrees with you? Put yourself in the other person’s

shoes; in other words, show empathy.

Seeing things only from our angle is not advantageous. Our vision is limited, and so is our

understanding of things. Changing our role in the situation is favorable. For instance: Imagine a

man trying to get a pay raise. He goes into the boss’ office and explains his reasons why he

deserves an increase in his salary. Will he get it? Chances are 50-50. But now, imagine the same

man playing the role of his boss. What reasons can the boss find not to give him a pay rise?

Putting himself in the position of his boss can help him realize what he would say, and the man

can be prepared in advance.

Putting ourselves in the place of the other person can help us understand the reasons why the

person talks or acts the way he does. Our mind gets enlightened, and so is our understanding.

Then, it’s easier to talk when having a better picture of the situation.

Remember, people feel understood when we show empathy. They are willing to make sacrifices

if necessary if they feel understood.

Show, Don’t Tell

Have you ever tried to describe something to a blind person? Most people would say, that’s

difficult. Nevertheless, the blind would really want to hear that description in order to “see” what

you are saying. The truth is, he can use his imagination to visualize whatever we are trying to

describe. Something similar is done by the writers. The vivid descriptions they write make the

readers imagine the places and people they read about. Writers show, don’t tell, and thanks to

that ability, you can “see” when reading.

If someone cannot “see” what you are telling him, it’ll be difficult for him to take your side. So,

you need to “show” the person what you want. This “see” is literal. For instance: What do you

usually do when you want to buy an outfit? You try it on, first. Why? Because you want to see

how it looks on you. What do you do when you want to buy a property? Do you ask for it on the

phone? No, you go to the place and walk around it because you want to see if the site is

convenient. What if your daughter wants to get married? Don’t you want to see her fiancé?

When wanting to persuade someone to agree with your point of view, show, don’t tell.

You Lead They Follow Taking the lead requires a lot of time and effort. Not every person is meant to be a leader;

nevertheless, you can learn how to be a leader. But regardless, you are an innate leader or a

raised leader, the point is being a leader is a serious responsibility. It sometimes requires telling

people they are wrong; how can we do that without winning foes? Practice being a florist.

Admire the Flower Before Cutting It

Florists have the duty to water, prune, fertilize, clean, and finally cut the flowers for storage or

selling. The job of a leader is similar. As a leader, you need to encourage, praise, challenge, and

work with your team, but sometimes, you need to tell them when they are doing something

wrong. Exactly as the florist cares about the flower before cutting it, you need to admire the good

points of the person, first. It’s always agreeable to hear something good before hearing

something bad.

Tell the person the good things, first. Explain to him the things he is doing well. Number them if

possible. Honestly, tell him how pleased you are with these good points and why, and then,

explain how he can improve by making suggestions. Don’t criticize, complain, compare, or

diminish the person’s efforts. Choose your words carefully. Use only polite words, but be firm.

Practicing this technique will help you save a relationship and avoid making an enemy.

What if you have already talked to the person and see no results? Then, do the job yourself or

have someone else help you. When you were a teenager, your parents probably told you to do

some chores. Sometimes, you just forgot them; other times, you didn’t want to do them. Then,

your parents ended up doing what you were supposed to do, just in front of you. How did you

feel? Maybe you felt miserable. That’s our nature. When we see someone doing our job, we feel

bad because we know that is our responsibility, not that person’s. Appeal to our nature. People

will feel bad if they see you doing what they must do.

Pointing out a person’s mistake indirectly brings good results too. There are persons with bad

tempers, and others are just too susceptible when receiving criticism. You can achieve your goal

by telling them indirectly what you desire.

When you want to buy a flower, what do you do? Naturally, we observe the petals. They should

look tender, new, and beautiful. We don’t buy withered flowers because they don’t look good.

Criticizing people makes them wither. Nobody likes criticism because nobody is perfect. So,

why don’t we speak about our imperfections before pointing out others? Recognizing our faults

before pointing out someone’s mistake is priceless. The person can relate to you. He will

remember you are not perfect, but you improved, and he can do the same.

Encourage People to do their Best

Tell a person he is doing everything wrong, and he’ll get discouraged. Tell the person he’s doing

many things well, and he’ll work double. How a person performs depends quite a lot on what we

emphasize. Send positive messages. Focus on the good things. Create in the mind of the person a

positive image of himself. Then, the person will want to live up to that standard.

Motivate the person to keep doing his best, even if he made a mistake. Encourage the person by

emphasizing on the good things he has done so far. For instance, when your spouse cooks for

you a delicious meal, but it turns out the chicken is salty, why focus on the chicken? What about

the sides? If you focus on the chicken, you will only say negative things. If you focus on the

other sides, you can say positive comments and encourage your spouse to keep cooking.

Encourage the person to improve by challenging him. We are competitive creatures by nature.

We just hear someone asking us ‘Can you do it?’ and we are on the first line to show him we can

do that and more. Every person wants to show his abilities, to impress others. ‘Okay if you say

you can do it, show me’ is the only thing we have left to say. Then, the person will end up doing

what we wanted because he was offered an opportunity to show he is the best at something.

Last piece of advice, if you want to call someone’s attention or convince him to do something,

create a name for him. ‘Master,’ ‘Expert,’ ‘Gifted,’ ‘Supervisor,’ ‘Best…,’ ‘The Wonderful...’

and so on are just some examples. Appeal to their ego. This can work beautifully.

Remember, we are creatures of emotions. We love feeling good.

Carnegie, D. (1936). How to win friends and influence people. p. 115. Simon and Schuster.

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