Wheneveryou're in conflict with someone, there is one factor that can make thedifference between damaging your relationship and deepening it. That factoris attitude.
Neverforget the power of silence, that massively disconcerting pause which goes onand on and may at last induce an opponent to babble and backtrack nervously.
Resolvingconflict is rarely about who is right. It is about acknowledgment andappreciation of differences. One ofthe best ways to persuade others is with your ears by listening to them.
