Undernormal conditions, most people tend to see what they want to see, hear what theywant to hear, and do what they want to do; in conflicts, their positionsbecome even more rigid and fixed.
Toeffectively communicate, we must realize that we are all different in the waywe perceive the world and use this understanding as a guide to ourcommunication with others.
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.
