Saying No
Without it, any relationship is ­dangerous—it’s like getting in a car without brakes. You have no control over what people do to you.
There are only two steps:
Validate and softening statement
Decline
No one can really argue with preferences or feelings.
key phrases are “I’d prefer” and “I’m not comfortable.”
You don’t offer a lot of justification for your position; you don’t argue
3. Three steps: Open – Say No – Close


Coping with Resistance and Conflict

Mutual validation
Broken record
Probing
Clouding (assertive agreement)
Assertive delay
Sandwich methods