As friendly as possible.

One more theory of how things can be made as friendly as possible is that the author here presents a very successful practice as simple as being kind to others; but as difficult when you want to claim something. Evidently the human reactions go in function of the form and the tone with which they speak to us, it is clear that before a friendly person I am not going to have neither bad temper nor much less bad words.

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Start acting from the calm.

Yes, speaking from the truth as we are and acting when we are disappointed, upset and dissatisfied with something, nothing more and nothing less than the confrontation, the claim and that we achieved; well statistically nothing and be heard less. On the other hand when our mood is different and we think well about what we want to obtain, start acting from the calm and kindness there is a great difference; nothing easy when in its majority and I include myself we act from the anger.

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Complicated situation.

Let's remember what Lincoln said: "A drop of honey catches more flies than a gallon of bile": very wise thought to which the author refers in this part, so it calls for reflection of each one to think better things every time we are in a complicated situation and we want to raise it from the calm, kindness being necessary to take all the time needed even if you start talking about other issues to finally expose your situation.

Another topic to put into practice.

Here I continue in my constant learning.