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.
The ear tends to be lazy, craves the familiar and is shocked by the unexpected; the eye, on the other hand, tends to be impatient, craves the novel and is bored by repetition.
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.
