DEALING WITH EMOTIONAL SITUATIONS AND EMOTIONAL PEOPLE • Recognize when others are acting against their goals/needs. • Try to understand the other party’s emotions and perceptions. • Find the cause of their emotion and their needs and goals. • Consider whether your negotiating style is contributing to the situation. • Make emotional payments: concessions, apologies, empathy. • Try to create trust. • Avoid extreme statements—they just produce more emotion. • Use third parties and their constituents to help you. • Apply their standards. • Correct erroneous facts.
