'The same tips I teach these profes- sionals for building empathy, de-escalating conflict, and gaining buy-in will work in any situation,' Mark says. How effective are Mark's techniques? One of his areas of expertise is training FBI and police hostage negotiators to handle life-or-death situations. Just Listen presents remarkably effective tools and techniques you can use whenever a job, a sale, or a relationship hangs in the balance. To cope, they throw up barricades that make it difficult to reach them even when your goals are in sync with their own.' But the good news is that there are simple strategies that can make you compelling, and break down the walls that keep you from getting through to the people you need to buy into your ideas and goals. And they're stressed, busy, and often feeling like they're in over their heads. They have secrets they're hiding from you. 'People have their own needs, desires, and agendas.

You've got a business colleague who's hostile.a client who's furious.a staffer who's deeply cynical-how do you get people to do what you want in tough situations like these? In Just Listen, veteran psychiatrist and business coach Mark Goulston reveals the secret to how to get through to anyone, even when productive communication seems impossible.

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