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Eye-opening. Now, how do I rewrite all of my bad habits to take advantage of the knowledge in this book...?

Could help provide a foundation for the upcoming website redesign discussions.

Favorite Tips

Separate the people from the problem.
Focus on interests, not positions.
Generate a variety of possibilities before deciding what to do.
Insist that the result be based on some objective standard.

Where perceptions are inaccurate, you can look for ways to educate. If emotions run high, you can find ways for each person involved to let off steam. Where misunderstanding exists, you can work to improve communication.

But even if blaming is justified, it is usually counterproductive.
Look for opportunities to act inconsistently with their perceptions.
Give them a stake in the outcome by making sure they participate in the process.
Make emotions explicit and acknowledge them as legitimate.
Allow the other side to let off steam.
Be specific. Concrete details not only make your description [of the problem] credible, they add impact.

[At this point, I got lazy and stopped reading. But I really should come back to finish at some point.]