2

The Lens of Understanding

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This chapter is about understanding ... the kind of understanding that will help you communicate effectively, prevent future conflict, and resolve current conflict before it gets out of hand ... the kind of understanding that results when you place your difficult person’s behavior under a magnifying glass, look through the lens, and closely examine the difficult behavior until you can see the motive behind it.

Did you ever wonder why some people are cautious and others carefree, some quiet and some loud, some timid and some overwhelming? Did you ever notice how one minute people might be trying to intimidate you, and ...

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