““Many of the principles Dale Carnegie writes about in How to Win Friends and Influence People apply directly to communication. Keep the following points in mind: • To get the best of an argument—avoid it. • Show respect for the other person’s opinion. Never tell a person he or she is wrong. • If you are wrong, admit it quickly, emphatically. • Begin in a friendly way. Get the other person saying “yes” immediately. • Let the other person do a great deal of the talking. • Let the other person feel the idea is his or hers. • Speak softly. • Smile appropriately. • If a confrontation can’t be avoided, don’t feel you have to get an unconditional surrender. Always give the other person an opening for an honorable retreat. RESOLVING CONFLICT This intelligent approach to resolving conflicts is not as easy as it may sound. Sometimes you may not feel calm, rational, or open-minded. The psychologist William James wrote, “Action seems to follow feeling, but really action and feeling go together; and by regulating the action, which is under the more direct control of the will, we can indirectly regulate the feeling.” In other words, when you adopt the actions of a calm, rational person, you become calm and rational. When you act open-minded, your mind actually opens up. And almost magically, the person with whom you are interacting mirrors those behaviors and adopts the same feelings.””
