| 001: What's your goal? If you're in a heated conversation, stop talking, wait five seconds, and then calmly ask, "What do you want the outcome of this conversation to be? What's your goal?" Ask a few more questions to be sure you understand and determine whether you can support the goal. If so, explain how. If not, say, "Your goal isn't one I can support. If you want, I'll try to help you understand why I can't." If the person wants to listen, state your reason as clearly and as briefly as you can. If not, let it go. Either way, you've taken the high road. |
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