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Crisis Negotiation
Things You Should Never Say
Why everyday phrases escalate conflict, dismiss emotions, and make difficult conversations worse
By Wes Harlan
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About this book
Some of the phrases people reach for in a tense moment, like “calm down” or “I know how you feel,” are meant to help. Often they do the opposite.
Wes Harlan explains why everyday phrases escalate conflict and dismiss emotions, and how they make difficult conversations worse.
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