• Prevention: work on relationships and try to get into their shoes
• Resist the temptation to agree to demands you cannot hope to meet
• Ask yourself why they are reacting this way
• Separate the people from the problem
• Identify shared interests not opposing positions
• Watch out for manipulation tricks and resist the temptation to buy into them
• Acknowledge where the person is coming from no matter how difficult this is
• Take a time out and get back to them later
