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It was a good article. It reminds me of a course I took in grad school long long ago. Can’t remember its name but the gist was using an approach like this. “I’m OK, you’re OK, but we have this issue to resolve”. Basically keeping the focus on the issue rather than on the person. The issue could be the person’s behavior but even then you have a much better chance of reaching resolution if you focus on the effects of the behavior rather than on the person being the problem. “When you do ……, it…….”.