Wheneveryou're in conflict with someone, there is one factor that can make thedifference between damaging your relationship and deepening it. That factoris attitude.
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.
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.
