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During negotiation, if a situation becomes tense and highly emotional, negotiators should always treat events or issues as matters of principle rather than in concrete

During negotiation, if a situation becomes tense and highly emotional, negotiators should

always treat events or issues as matters of principle rather than in concrete terms

sometimes allow the other party to express their frustration without responding in kind

focus on their positions rather than interests

be soft on the issue and hard on the people

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