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Danh ngôn của Christopher Voss (Sứ mệnh: 7)

The moment you've convinced someone that you truly understand her dreams and feelings, mental and behavioral change becomes possible, and the foundation for a breakthrough has been laid.
Negotiation is often described as the art of letting the other side have your way. You have to give the other side a chance to put stuff on the table voluntarily.
Emotions are one of the main things that derail communication. Once people get upset at one another, rational thinking goes out of the window.