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.
Duringthe Depression, or back when we were fighting Hitler, people didn't have timeto sue a company if the coffee was too hot. There were urgent, pressingproblems. If you think you have it tough, read history books.
Usenon-verbal communication to SOFTEN the hard-line position of others: S =Smile, O = Open, Posture, F = Forward Lean, T = Touch, E = Eye Contact, N =Nod.
