What your message may appear to say may come across to others much differently. In addition, he hinted that there are words that you may use that tend to make people become defensive like the word “but.” By using these words in a sentence in conversation with others, it gives the listener the feeling that you are about to say something negative...
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Yet instead of using words like “but” and “wrong”, you should use positive words like “agree” and “understand.” He emphasized to the audience that its not so much what you sau to people, but it’s more about how you say it to them that matters.
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