If you back away from someone's emotions, you miss the opportunity to help them move forward. Here are tips for dealing with a variety of emotions that could emerge in your conversations.
Convincing and influencing are different; one has a negative outcome, the other positive. To change minds you must influence their thinking by doing these 4 things.
Even when you know you are right, if people don't hear you in the conversation, your words are wasted. Learn how to be heard and influential.