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.
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.
