“The ‘yes’ that’s a short-term fix that averts displeasure often sabotages the longer-term goals. When you consider the much greater penalty of wearing a bad result, it’s really worth a rethink in that moment of decision. The boss that’s kicking cans for an hour when she doesn’t get her way is nothing compared to the moment of hearing you’ve blown the client relationship. Or worse.”

— Nancy Vonk & Janet Kestin

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