Try a little tenderness
For people who spend a lot of time dealing with conflicts - unpicking deals gone wrong, negotiating contract exits and putting all kinds of commercial wrongs to rights - we try not to forget that even the most intransigent opponent is a human too. Yes they are. It is soooo tempting sometimes to score points against the other side and we do understand the fleeting satisfaction gained from doing so. Believe me, we've done it. But however pleasing it is to stick the boot in, it