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.
If youare planning on doing business with someone again, don't be too tough in thenegotiations. If you're going to skin a cat, don't keep it as a house cat.
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.
