"Look closely at such an interaction after reading this chapter and suddenly you’ll see a refined set of powerful skills: **a conscious smile to ease the tension, use of subtle verbal and nonverbal language to signal empathy (and thus security), a certain downward inflection in the voice, embrace of specific kinds of questions and avoidance of others**—a whole array of previously hidden skills that will prove invaluable to you, once you’ve learned to use them." --- **Tags** -- [[quotes]], [[interpersonal-skills]], [[negotiations]], [[communication-skills]], [[listening]], [[empathy]], [[body-language]] **Source** -- [[202507101253 - B - Never Split the Difference]]