Adversaries into allies : win people over without manipulation or coercion / Bob Burg.

Includes index.

The five principles of ultimate influence : understanding the basics of all human action and interaction --
Control your own emotions : this comes before everything else in the process, every time --
Understand the clash of belief systems : avoiding those deadly misunderstandings --
Acknowledge their ego : working effectively within the ultimate human motivator --
Set the proper frame : do this correctly and you are 80 percent on the way to the win/win outcome you desire
Communicate with tact and empathy : the big difference that makes the big difference
The character of ultimate influencers : even more important than what you say and what you do is who you are

Faced with the task of persuading someone to do what we want, most of us expect, and often encounter, resistance. We see the other person as an adversary and often resort to coercion or manipulation in order to get our way. But while this approach might at times bring us short-term results, it leaves people with a bad feeling about themselves and about us. At that point, our relationship with the person is weakened and our influence dramatically decreased. But there is a better way.