In The Good Stranger, Ellis Amdur and Robert Hubal share their extensive experience working with social service agencies to train and develop essential social interaction skills for handling intense, problematic situations. They emphasize the importance of establishing rapport, managing crises, and de-escalating aggression. The Good Stranger is someone who strives to reach accord with others, while maintaining focus on their goals, building trust and engaging others with professionalism, integrity, and respect.