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We are emotional, irrational beasts who are emotional and irrational in predictable, pattern-filled ways.

…without self-control and emotional regulation, [negotiating using calibrated questions] doesn’t work.

If you can’t control your own emotions, how can you expect to influence the emotions of another party?

Even with all the best techniques and strategy, you need to regulate your emotions if you want to have any hope of coming out on top.

At some point it is hard to sell more physical stuff to high earners, yet there is usually just a bit more room to make them feel better.

People want to feel good about what they do and for whom they do it, and, assuming equity needs are reasonably satisfied, pride a major driver of performance and commitment.

…people are not machines or parts of machines: they can exercise judgment, have more than one job responsibility, and initiate activity. And they have emotions…

…we know that emotion is rarely absent in people’s relationships, including the relationships between mature businesspeople, and that misperceptions and misunderstandings frequently arise.

…self-awareness is built into regulating our own emotions, as well as sensing what others feel.

High self-control predicts not just better grades, but also a good emotional adjustment, better interpersonal skills, a sense of security, and adaptability.