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.
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.
