Big picture: emotions are powerful, always present, and hard to handle -- Address the concern, not the emotion -- Take the initiative -- Express appreciation: find merit in what others think, feel, or do-- and show it -- Build affiliation : turn an adversary into a colleague -- Respect autonomy: expand yours (and don't impinge upon theirs) -- Acknowledge status : recognize high standing wherever deserved -- Choose a fulfilling role and select the activities within it -- Some additional advice: On strong negative emotions: they happen, be ready -- On being prepared; prepare on process, substance, and emotion -- On using these ideas in the "real world" : a personal account / Jamil Mahuad.
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