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ability to respond afraid Aikido Albert Einstein and/or antitoxin become more influential begin believe Bill Crawford Carl Lewis challenge Chapter choose the energy compassion concept congruent continue create Cycle of Conflict deal with conflict dealing with difficult defensive diffi difficult behavior difficult person discussed effective Empathize employee ence encounter example experience fact fear feel find ourselves flict frustrated Further goal going to blame going to suggest habits hear help you become ideas imagine interaction interpretations Expectations Emotions Ivan Pedroso John Hesse L.E.A.P. model learned lefs level of awareness listen manipulate mean Mike Powell need to tell obnoxious P.O.W.E.R. models perspective problem-solving question react reaction reasons receptive position relationship remember resist responding on purpose response rude situation solution someone Steve Butler stress Stupid Idiot successful thing tion tivation tive treat understand upset versus want to accomplish whafs what's important Wisdom of Serenity words wrong