Mr. Wolf in Pulp Fiction: ‘So pretty please, with sugar on top, clean the fuckin’ car’
Be hard when it comes to the issue at hand, but be gentle on the person across from you: this may be the most valuable lesson in conflict management. Being hard means that you stand by your principles, by what is essential for you. And don’t make any unacceptable concessions. No tampering with market access, artistic freedom, payment obligations, and so on. But be gentle on the person. If you’re hard on him, you’ll create a conflict—but if you’re gentle on the issue, you’ll end up regretting the concessions you make. By being hard on the issue and gentle on the person, you’ll be successful in your negotiations and gain what there is to be gained.