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Just Listen by Keith Ferrazzi, Mark Goulston

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5

Make the Other Person Feel “Felt”

Self-actualizing people have a deep feeling of identification, sympathy, and affection for human beings in general. They feel kinship and connection, as if all people were members of a single family.

—ABRAHAM MASLOW, PSYCHOLOGIST

“How much longer will this take? I’ve got better things to do,” grunted Hank, a gray-haired senior partner at a prestigious L.A. boutique entertainment law firm. I’d been called in to smooth out the relationship between Hank and Audrey, another senior partner. Audrey, whose name preceded Hank’s on the door, brought in most of the firm’s business. She was a good lawyer, but she really shined as a rainmaker. Hank was a brilliant lawyer, but he’d rather eat nails than schmooze to bring ...

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