Youtube interview:
http://www.youtube.com/watch?v=eov3OfTN-lg
Sunday, January 23, 2011
Lessons from Susan B. Anthony: Interview #1 Transcript on Speaking Apprehension
Note: Material for this script that I have posted on YoutTube was drawn from a number of sources including The Life and Work of Susan B. Anthony by Ida Husted Harper, 1899. Direct quotes from I.D. Harper’s work are italicized.
Paula Marie:
It is my privilege to present this first interview with Miss Susan B. Anthony – a truly great leader of the 19th Century and a present-day inspiration to women throughout the world.
Miss Anthony, who was best known as a champion of women’s rights, devoted more than 50 years of her life to this cause and gave speeches throughout the United States and abroad to organize, agitate and educate about a woman’s rights--and in particular, about a woman’s right to vote. She was still delivering speeches will into her 80s. You really are an inspiration, Miss Anthony.
Susan B:
Thank you. I always tried to think my best thoughts, speak my best words, do my best works, and follow my own conscience, looking only to God for approval.
Paula Marie:
You are certainly remembered affectionately by the American people. Did you know that a Susan B. Anthony dollar was first minted in 1979 using your likeness on the coin? That must make you very proud to be remembered in that way.
Susan B:
Of course I am pleased. But many other men and women were also steadfast in their service and dedication to the cause. I just happened to be the one who was out in front so much of the time. I did not want to be the one constantly speaking to audiences all over the country, but because no one else was available, the job fell to me. During the many years that I advocated for the cause, I must have given an average of 75-100 speeches a year.
Paula Marie:
As I understand it, you were met with quite a bit of opposition during those early years as a speaker and as an advocate for women’s rights.
Susan B:
Please allow me to clarify. First and foremost, I was an advocate for human rights. I gave speeches as an abolitionist as well as a suffragist----though I did eventually devote nearly all of my energy to furthering women’s rights.
Now let me try to answer your question to the best of my recollections. In an interview I gave for a magazine article around 1900 --- I have a copy right here ---
I pointed out that no advanced step taken by women had been so bitterly contested as that of speaking in public. For nothing which they had attempted, not even to secure the suffrage, have they been so abused, condemned and antagonized. In this they were defying not only the prejudice of the ages…this was the law and the gospel enforced by man.
When I first started speaking, I was going against convention for women to speak in public. No matter how sincere or how important your message was, you risked being hissed, booed, or even mobbed.
I faced some very difficult audiences in my time and was frequently ridiculed in the press. Even many of the women for whom I advocated hurled insults at me.
At times when I met with very hostile audiences who neither accepted me as a speaker because I was a woman nor accepted my message of equality, all I could do was hold my ground, wait for people to settle down and then repeat my arguments.
If the hostile audiences were not bad enough, the conditions alone were enough to discourage many a speaker. I delivered speeches in the rain and in drafty buildings where mothers brought along their crying infants. I traveled across the country in snow, wind, and mud. And, I stayed in bed bug infested rooms as I worked my way from town to town hoping to persuade yet a few more to the cause.
Paula Marie:
Miss Anthony, it certainly would have been understandable if you had refused this courageous undertaking. How were you able to persevere under such conditions?
Susan B:
It was not the life for one who was faint of heart or who did not have a clear vision of what they wanted to accomplish.
As I was raised in the Quaker tradition, I believed and valued the rights and dignity of all people, which included the right of women to have a voice in public. I knew I had a responsibility to speak out against injustices.
My father also influenced me a great deal, instilling confidence in me as well as exposing me to some of the injustices that needed righting. For example, our home was a meeting place for those fighting against slavery. That is where I first met my friend, Fredrick Douglas.
Later, I met Elizabeth Cady Stanton and others who encouraged me to get involved in the suffragist movement. Together, as we were committed to this great cause, I came to believe that Failure was impossible!
Paula Marie:
Miss Anthony, I’ve read that you had a great deal of communication apprehension when you first started speaking. Could you talk a bit about that?
Susan B:
Let me answer that question by sharing some of my diary entries with you. On one occasion I wrote: I spoke for an hour, but my heart fails me. Can it be that my stammering tongue ever will be loosed?
After an antislavery meeting I wrote this entry:
I tried to say a few words at opening, but soon curled up like a sensitive plant. It is a terrible martyrdom for me to speak.
On Nov 16, 1871, I wrote a letter home from Portland, Oregon. Let me read a portion of that letter. The moral agony of speaking in Portland is over, but the hurt of it stings yet. I was never dragged out before an audience so utterly without word as last night –had there been any way of escape, I would have taken wings, or what I felt more like, have sunk through the floor..
I was certainly not a natural speaker. I had a lot to learn and worked very hard at it.
Paula Marie:
You must have really worked hard to develop your skills as a speaker.
Over the years, the press began to recognize you as a wonderfully persuasive speaker – someone who was direct, clear, and convincing.
For example, in 1867 the Troy Times said you made the most eloquent and sensible speeches for female suffrage to which was ever listened.
In 1881 the Boston Globe said your logic and power to touch and sway all harts was felt and reverently recognized. Each and all recognized the individual devotion, the purity and singleness of purpose that so eminently distinguished [you] Miss Anthony.
These were just a couple of examples of the recognition you received as a speaker -- I realize that you received literally thousands of positive reviews from the press and from the general public in later years. You did become a very accomplished and a much more confident speaker over the years. I was wondering if you could share some advice with others who want to develop as a speaker but who also have anxiety about speaking in public?
Susan B:
Elizabeth Cady Stanton advised that I practice, dress loosely, exercise, and get enough sleep. That was good advice.
I also believe that if you want to have confidence as a speaker, you must think of the importance of your message and do your best to develop that message. I was passionate about what I believed. I stuck to a single message – women’s rights.
I knew that I had to develop skills of an orator rather than just someone reading an essay if I was to have any power as a speaker and communicator.
Mrs. Stanton was a very fine speech writer and helped me craft my messages so that every word counted and had its own power.
I worked to find the best statistics and illustrations to fit my messages – ones that would be relevant and would help the audience understand the need for the changes we were advocating. I used both logic and emotional appeal. Finally, I’ll share some advice I gave other women in an 1892 letter I wrote:
Don’t stop to think you can’t nor that your knees will shake. Just think what the people must know – tell the story. That is all I have ever done – just stand up and repeat the experiences and facts of things done and to be done.
Paula Marie:
Miss Anthony, thank you so much for the insights you have shared today. I am looking forward to the future interviews we have scheduled on topics such as women and leadership, oppression and minority groups, aging and engagement, communication power, and other topics that Facebook friends and others have suggested.
Thank you again for granting me this interview . And above all, thank you for the important work to which you committed your life. Our lives are the better because of it.
Paula Marie:
It is my privilege to present this first interview with Miss Susan B. Anthony – a truly great leader of the 19th Century and a present-day inspiration to women throughout the world.
Miss Anthony, who was best known as a champion of women’s rights, devoted more than 50 years of her life to this cause and gave speeches throughout the United States and abroad to organize, agitate and educate about a woman’s rights--and in particular, about a woman’s right to vote. She was still delivering speeches will into her 80s. You really are an inspiration, Miss Anthony.
Susan B:
Thank you. I always tried to think my best thoughts, speak my best words, do my best works, and follow my own conscience, looking only to God for approval.
Paula Marie:
You are certainly remembered affectionately by the American people. Did you know that a Susan B. Anthony dollar was first minted in 1979 using your likeness on the coin? That must make you very proud to be remembered in that way.
Susan B:
Of course I am pleased. But many other men and women were also steadfast in their service and dedication to the cause. I just happened to be the one who was out in front so much of the time. I did not want to be the one constantly speaking to audiences all over the country, but because no one else was available, the job fell to me. During the many years that I advocated for the cause, I must have given an average of 75-100 speeches a year.
Paula Marie:
As I understand it, you were met with quite a bit of opposition during those early years as a speaker and as an advocate for women’s rights.
Susan B:
Please allow me to clarify. First and foremost, I was an advocate for human rights. I gave speeches as an abolitionist as well as a suffragist----though I did eventually devote nearly all of my energy to furthering women’s rights.
Now let me try to answer your question to the best of my recollections. In an interview I gave for a magazine article around 1900 --- I have a copy right here ---
I pointed out that no advanced step taken by women had been so bitterly contested as that of speaking in public. For nothing which they had attempted, not even to secure the suffrage, have they been so abused, condemned and antagonized. In this they were defying not only the prejudice of the ages…this was the law and the gospel enforced by man.
When I first started speaking, I was going against convention for women to speak in public. No matter how sincere or how important your message was, you risked being hissed, booed, or even mobbed.
I faced some very difficult audiences in my time and was frequently ridiculed in the press. Even many of the women for whom I advocated hurled insults at me.
At times when I met with very hostile audiences who neither accepted me as a speaker because I was a woman nor accepted my message of equality, all I could do was hold my ground, wait for people to settle down and then repeat my arguments.
If the hostile audiences were not bad enough, the conditions alone were enough to discourage many a speaker. I delivered speeches in the rain and in drafty buildings where mothers brought along their crying infants. I traveled across the country in snow, wind, and mud. And, I stayed in bed bug infested rooms as I worked my way from town to town hoping to persuade yet a few more to the cause.
Paula Marie:
Miss Anthony, it certainly would have been understandable if you had refused this courageous undertaking. How were you able to persevere under such conditions?
Susan B:
It was not the life for one who was faint of heart or who did not have a clear vision of what they wanted to accomplish.
As I was raised in the Quaker tradition, I believed and valued the rights and dignity of all people, which included the right of women to have a voice in public. I knew I had a responsibility to speak out against injustices.
My father also influenced me a great deal, instilling confidence in me as well as exposing me to some of the injustices that needed righting. For example, our home was a meeting place for those fighting against slavery. That is where I first met my friend, Fredrick Douglas.
Later, I met Elizabeth Cady Stanton and others who encouraged me to get involved in the suffragist movement. Together, as we were committed to this great cause, I came to believe that Failure was impossible!
Paula Marie:
Miss Anthony, I’ve read that you had a great deal of communication apprehension when you first started speaking. Could you talk a bit about that?
Susan B:
Let me answer that question by sharing some of my diary entries with you. On one occasion I wrote: I spoke for an hour, but my heart fails me. Can it be that my stammering tongue ever will be loosed?
After an antislavery meeting I wrote this entry:
I tried to say a few words at opening, but soon curled up like a sensitive plant. It is a terrible martyrdom for me to speak.
On Nov 16, 1871, I wrote a letter home from Portland, Oregon. Let me read a portion of that letter. The moral agony of speaking in Portland is over, but the hurt of it stings yet. I was never dragged out before an audience so utterly without word as last night –had there been any way of escape, I would have taken wings, or what I felt more like, have sunk through the floor..
I was certainly not a natural speaker. I had a lot to learn and worked very hard at it.
Paula Marie:
You must have really worked hard to develop your skills as a speaker.
Over the years, the press began to recognize you as a wonderfully persuasive speaker – someone who was direct, clear, and convincing.
For example, in 1867 the Troy Times said you made the most eloquent and sensible speeches for female suffrage to which was ever listened.
In 1881 the Boston Globe said your logic and power to touch and sway all harts was felt and reverently recognized. Each and all recognized the individual devotion, the purity and singleness of purpose that so eminently distinguished [you] Miss Anthony.
These were just a couple of examples of the recognition you received as a speaker -- I realize that you received literally thousands of positive reviews from the press and from the general public in later years. You did become a very accomplished and a much more confident speaker over the years. I was wondering if you could share some advice with others who want to develop as a speaker but who also have anxiety about speaking in public?
Susan B:
Elizabeth Cady Stanton advised that I practice, dress loosely, exercise, and get enough sleep. That was good advice.
I also believe that if you want to have confidence as a speaker, you must think of the importance of your message and do your best to develop that message. I was passionate about what I believed. I stuck to a single message – women’s rights.
I knew that I had to develop skills of an orator rather than just someone reading an essay if I was to have any power as a speaker and communicator.
Mrs. Stanton was a very fine speech writer and helped me craft my messages so that every word counted and had its own power.
I worked to find the best statistics and illustrations to fit my messages – ones that would be relevant and would help the audience understand the need for the changes we were advocating. I used both logic and emotional appeal. Finally, I’ll share some advice I gave other women in an 1892 letter I wrote:
Don’t stop to think you can’t nor that your knees will shake. Just think what the people must know – tell the story. That is all I have ever done – just stand up and repeat the experiences and facts of things done and to be done.
Paula Marie:
Miss Anthony, thank you so much for the insights you have shared today. I am looking forward to the future interviews we have scheduled on topics such as women and leadership, oppression and minority groups, aging and engagement, communication power, and other topics that Facebook friends and others have suggested.
Thank you again for granting me this interview . And above all, thank you for the important work to which you committed your life. Our lives are the better because of it.
Lincoln's Lessons on Civility and Communication
With political rhetoric now focusing on the need for civility in public discourse, I am offering a piece I wrote on Lincoln and civility that the News Review in Roseburg, Oregon published on October 13, 2009:
As citizens of this great democracy, we have the right to openly express our political viewpoints and to freely share our ideological differences. When we exercise these rights in a thoughtful and respectful manner, we have the potential to foster greater good. Yet when we refuse to listen to opposing perspectives or when we treat each other with blatant disrespect, ill-will and mistrust are often the result.
During this Lincoln bicentennial and in this present time of political discord, I am reminded of something our 16th president once said: "We are not enemies but friends--we must not be enemies. Though passion may have strained, it must not break our bonds of affection." After sharing these words, Lincoln asked his fellow citizens to remember "the better angels" of their nature.
It is time that we again remember "the better angels" of our nature by holding ourselves and especially our leaders responsible for respectful, competent communication. Lincoln held himself accountable as a communicator. He listened to opposing viewpoints, chose his words carefully, and treated others--even those who demonized him--with respect. I believe we can all learn something about civility and communication by considering the example Lincoln set.
Lincoln knew that to influence public opinion for the common good, he needed to understand how different people thought. Lincoln was an active listener. Author David Donald suggests that Lincoln developed some of his listening skills while practicing law; he would patiently wait until a client was through talking "and then ask questions." No doubt Mr. Lincoln also honed his listening skills through years of debate.
Though he could be a formidable debater who could use logic to cut his opponent to the quick, Lincoln was approachable and encouraged others to express opposing viewpoints. After first meeting with President Lincoln, Fredrick Douglass, an abolitionist and former slave, said, "Mr. Lincoln listened with earnest attention and with very apparent sympathy." Prior to meeting Lincoln, Douglass had been one of his harshest critics.
Author Doris Kearns Goodwin said that Lincoln "developed a keen sense of what people felt, thought, needed and wanted." Through the precise use of language and the practice of constant revision, Lincoln was then able to transform these feelings and needs into persuasive oral and written messages that moved the general public.
Lincoln was known for using stories and especially metaphors to powerfully illustrate his points. For example he described slavery as a venomous snake that had crawled in bed with his children. Goodwin said the snake metaphor harnessed "...the protective instincts of parents to safeguard future generations from the venomous expansion of slavery."
Whether talking one-on-one or to a crowd, Lincoln was known to communicate with conviction and authenticity. His respectful treatment of even his enemies demonstrated his communication ethics. When others failed to demonstrate mutual respect, Lincoln did not get even; rather, he remained focused on the greater good. I think Fredrick Douglass expressed it well when he said, "There was no vain pomp and ceremony about him..."
Abraham Lincoln worked hard to use effective and appropriate communication throughout his life. His messages spoke to the hearts and to the minds of his audiences. He listened and was open to different points of view. He also demonstrated a gentle humility that kept him connected to humanity. Tested by time, I believe Abraham Lincoln still serves as a model of civility and communication competence today. What lessons we could all learn from this great servant of the people!
As citizens of this great democracy, we have the right to openly express our political viewpoints and to freely share our ideological differences. When we exercise these rights in a thoughtful and respectful manner, we have the potential to foster greater good. Yet when we refuse to listen to opposing perspectives or when we treat each other with blatant disrespect, ill-will and mistrust are often the result.
During this Lincoln bicentennial and in this present time of political discord, I am reminded of something our 16th president once said: "We are not enemies but friends--we must not be enemies. Though passion may have strained, it must not break our bonds of affection." After sharing these words, Lincoln asked his fellow citizens to remember "the better angels" of their nature.
It is time that we again remember "the better angels" of our nature by holding ourselves and especially our leaders responsible for respectful, competent communication. Lincoln held himself accountable as a communicator. He listened to opposing viewpoints, chose his words carefully, and treated others--even those who demonized him--with respect. I believe we can all learn something about civility and communication by considering the example Lincoln set.
Lincoln knew that to influence public opinion for the common good, he needed to understand how different people thought. Lincoln was an active listener. Author David Donald suggests that Lincoln developed some of his listening skills while practicing law; he would patiently wait until a client was through talking "and then ask questions." No doubt Mr. Lincoln also honed his listening skills through years of debate.
Though he could be a formidable debater who could use logic to cut his opponent to the quick, Lincoln was approachable and encouraged others to express opposing viewpoints. After first meeting with President Lincoln, Fredrick Douglass, an abolitionist and former slave, said, "Mr. Lincoln listened with earnest attention and with very apparent sympathy." Prior to meeting Lincoln, Douglass had been one of his harshest critics.
Author Doris Kearns Goodwin said that Lincoln "developed a keen sense of what people felt, thought, needed and wanted." Through the precise use of language and the practice of constant revision, Lincoln was then able to transform these feelings and needs into persuasive oral and written messages that moved the general public.
Lincoln was known for using stories and especially metaphors to powerfully illustrate his points. For example he described slavery as a venomous snake that had crawled in bed with his children. Goodwin said the snake metaphor harnessed "...the protective instincts of parents to safeguard future generations from the venomous expansion of slavery."
Whether talking one-on-one or to a crowd, Lincoln was known to communicate with conviction and authenticity. His respectful treatment of even his enemies demonstrated his communication ethics. When others failed to demonstrate mutual respect, Lincoln did not get even; rather, he remained focused on the greater good. I think Fredrick Douglass expressed it well when he said, "There was no vain pomp and ceremony about him..."
Abraham Lincoln worked hard to use effective and appropriate communication throughout his life. His messages spoke to the hearts and to the minds of his audiences. He listened and was open to different points of view. He also demonstrated a gentle humility that kept him connected to humanity. Tested by time, I believe Abraham Lincoln still serves as a model of civility and communication competence today. What lessons we could all learn from this great servant of the people!
Monday, February 2, 2009
Lincoln's Power of Persuasion
Because I have an interest in presidents who were or are great communicators, my husband (Claude) recommended I read Team of Rivals: The Political Genius of Abraham Lincoln.
The book is over 700 pages long and is a painstakingly documented account of Lincoln's personal and political life. Of course, I was particularly interested in the sections about Lincoln's power to influence others.
Lincoln developed a reputation for being trustworthy and honest. He was able to establish a great deal of credibility, in spite of the fact that some of his opponents and some of the various publications that opposed Lincoln's views tried to paint him as a rail splitting, backwoods, simpleton.
I was particularly struck by how effectively Lincoln used stories and familiar analogies to not only support his points, but to also win the hearts and minds of his audience. While his opponents used lofty, abstract terms, Lincoln used familiar, concrete language that his understood could not only understand, but often feel in a visceral way.
Abraham Lincoln was also master at using reasoning and constructing arguments as he demonstrated in the Lincoln Douglas debates. Though some may have underestimated this supposedly backwoods, self-taught man, Lincoln consistently demonstrated his ability to out-think his opponents.
No question, Lincoln understood the three means of persuasion that Aristotle had once identified: ethos (credibility), pathos (emotional appeal), and logos (logic).
The lessons / reminders I think I will take away from learning more about Lincoln's ability to influence others include:
- Keep it simple
- Don't use big words when regular words will work
- Use examples that connect the heads and the hearts with your target audience
- Be consistent in words and actions
- Have the best interests of others in mind when wanting to influence them
- Be truthful, be honest
- Listen carefully
- Anticipate and plan before speaking
- Use the best reasoning available - spend time developing your arguments rather than winging it
- Review and continue to improve
Sunday, January 11, 2009
Join New Discussion Group
I have just set up a communication discussion group. If you are interested in joining, click here:
Communication Challenges and Opportunities
Communication Challenges and Opportunities
Saturday, January 10, 2009
A Small Step
When I was about ten years old, I was given an amazing piece of technology - a transistor radio. As a member of the "baby boomer" generation, I still have a lot of catching up to do. Today I took another small step into the world of electronic networking - I created a Linked In account by posting my professional profile at http://www.linkedin.com/in/paulamarieusrey
I am not sure what my next step will be or should be. I am excited about all the possibilities but a bit cautious as well.
I am not sure what my next step will be or should be. I am excited about all the possibilities but a bit cautious as well.
Thursday, January 8, 2009
Flight Grounded, Tempers Flying
One of the best books I've ever read on negotiation and conflict was co-written by a Harvard Law Professor. The book, Getting to Yes by Roger Fisher (from Harvard) and William Ury, was first printed in 1981. A second edition followed ten years later in 1991. I first read this book when I was a graduate student. Since then, I have successfully applied one or more of the basic principles of this book to a number of different situations involving negotiation and / or conflict.
The four principles outlined in Getting to Yes are: (1) Separate people from the problem (2)Focus on interests, not positions (3) Generate options that satisfy both parties (4) Find objective criteria or standards for possible solutions.
Though it occur ed nearly a decade ago, one particular situation still stands out in my mind as a surprising example of how effective some of the principles I had learned from Fisher and Urys' book could be.
As it happened, I was planning to fly out of the Portland, Oregon airport with the intention of arriving in Minnesota late in the afternoon; early the next morning, I was supposed to start training a conference room full of 50-60 teachers on a topic related to communication instruction and assessment. A lot of preparation had gone into making arrangements.
When I got to the airport and made my way toward my airline counter I was suddenly struck with the heartsick realization that something was wrong. A very long line of people stood at a standstill and they were steaming mad. As it turned out, our flight had been grounded.
Eventually, the line started moving. I started feeling more encouraged; perhaps whatever the problem was, it had been addressed. When I finally did get close to the ticket counter, I could hear would-be travelers screaming at impersonal airline representatives who flatly said that our flight wasn't going anywhere.
Just about the time I was next in line, I remembered how important it was to "separate people from the problem." When I did approach the counter, I took a deep breath and looked the airline representative in the eyes and said, "This must be very hard for you with everyone so upset." I paused. Then I saw that the young woman standing in front of me was struggling to hold back tears. She said with some hesitation, "I'm doing my best, but it has been hard."
Once the airline representative realized I wasn't blaming her for the grounded plane, she became more receptive to problem solving. I believe she wanted to provide good service but felt helpless in the situation. I simply wanted to figure out a way to meet the needs of all the teachers waiting for me half way across the country. As I explained my situation and asked for her help, we were able to brainstorm some possibilities. Finally, we were able to hobble together an itinerary that involved four different flights and some lengthy layovers. Though I didn't get arrive at my final destination until early the next morning, I did keep my commitment to a group of teachers who had been expecting me. The airline representative who worked with me was able to solve a problem for a customer in spite of all the stress around her.
If you are not familiar with Getting to Yes, I believe you will find the book is practical and straight forward. I highly recommend this book to anyone wanting to learn more about negotiation and conflict.
The four principles outlined in Getting to Yes are: (1) Separate people from the problem (2)Focus on interests, not positions (3) Generate options that satisfy both parties (4) Find objective criteria or standards for possible solutions.
Though it occur ed nearly a decade ago, one particular situation still stands out in my mind as a surprising example of how effective some of the principles I had learned from Fisher and Urys' book could be.
As it happened, I was planning to fly out of the Portland, Oregon airport with the intention of arriving in Minnesota late in the afternoon; early the next morning, I was supposed to start training a conference room full of 50-60 teachers on a topic related to communication instruction and assessment. A lot of preparation had gone into making arrangements.
When I got to the airport and made my way toward my airline counter I was suddenly struck with the heartsick realization that something was wrong. A very long line of people stood at a standstill and they were steaming mad. As it turned out, our flight had been grounded.
Eventually, the line started moving. I started feeling more encouraged; perhaps whatever the problem was, it had been addressed. When I finally did get close to the ticket counter, I could hear would-be travelers screaming at impersonal airline representatives who flatly said that our flight wasn't going anywhere.
Just about the time I was next in line, I remembered how important it was to "separate people from the problem." When I did approach the counter, I took a deep breath and looked the airline representative in the eyes and said, "This must be very hard for you with everyone so upset." I paused. Then I saw that the young woman standing in front of me was struggling to hold back tears. She said with some hesitation, "I'm doing my best, but it has been hard."
Once the airline representative realized I wasn't blaming her for the grounded plane, she became more receptive to problem solving. I believe she wanted to provide good service but felt helpless in the situation. I simply wanted to figure out a way to meet the needs of all the teachers waiting for me half way across the country. As I explained my situation and asked for her help, we were able to brainstorm some possibilities. Finally, we were able to hobble together an itinerary that involved four different flights and some lengthy layovers. Though I didn't get arrive at my final destination until early the next morning, I did keep my commitment to a group of teachers who had been expecting me. The airline representative who worked with me was able to solve a problem for a customer in spite of all the stress around her.
If you are not familiar with Getting to Yes, I believe you will find the book is practical and straight forward. I highly recommend this book to anyone wanting to learn more about negotiation and conflict.
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