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• 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

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