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These tips are very helpful, and not just in the workplace and not just when encountering difficult people. Sometimes arguments result even though two people agree on the major premise. For example, an argument between my cousin and me about health care started to get heated, even though we both felt the same way about the issue. The particulars on how to approach the problem were our points of dispute. I would have done a lot better to acknowledge our points of agreement and to let it go at that.