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Competences: Book Discussion Chapter 3

Chapter 3 - How to Do It: 25 Basic Strategies for Defusing Anger

Discuss the following: "The most significant problem with arguing with a patron is its implication that the issue at hand has only two sides.  Our ability to see the many possibilities of any situation allows us to find mutually acceptable alternatives," (Rubin, page 38).

Chapter 3 - How to Do It: 25 Strategies for Defusing Anger

What strategies discussed in this chapter did you find helpful?