Never Split the Difference by Chris Voss

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I gave a short talk on this at work the other day. I work in EMS and it is very relevant

I’m sure! You deal with people in amped up emotional situations. Getting them to calm down is a crucial skill.

I like the mental picture of a duck šŸ¦†

Calm on top of the water but feet flapping as-fast-as-can-be below the surface.

Be like a duck. Calm on top.