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![Calming Upset People with EAR How Statements Showing Empathy, Attention, and Respect Can Quickly Defuse a Conflict [Paperback]](/itemImage/2/2/0/9/2_7055810.jpg "Calming Upset People with EAR How Statements Showing Empathy, Attention, and Respect Can Quickly Defuse a Conflict [Paperback]")