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.
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.
