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| Topic | (76) to understand |
| Reason | Difficult people hope they have bem heard and(77) when they express theselves. |
| (78) | ◆(79) in agreement and make some sounds of understanding while a difficult person is speaking. ◆Repeat some(80) that you have heard. ◆Collect information about the person’s expressions and find his(81) . ◆Give a(82) of what the person has said. ◆Confirm that the person gains(83) from speaking his thoughts. |
| Dlult | A difficult person will be(84) to cooperate with if understanding is achieved. |
| Comment | You may unlock the doors to difficult people’s(85) after you listen and understand |
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| A.Later I received 50 cents an hour. |
| B.Before long, she let me sit there by myself. |
| C.I ended up selling a record amount of cosmetics. |
| D.Today I still carry that lesson with me: I listen to customers. |
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