Think Again

“an inverse charisma”
: Wendy Moffat, E. M. Forster: A New Life (London: Bloomsbury, 2011).
managers rated as the worst listeners
: Judi Brownell, “Perceptions of Effective Listeners: A
Management Study,” International Journal of Business Communication 27 (1973): 401–15.
their pets were better listeners
: “Poll: 1 in 3 Women Say Pets Listen Better Than Husbands,” USA
Today, April 30, 2010, 
usatoday30.usatoday.com/life/lifestyle/pets/2010-04-30-pets-vs-
spouses_N.htm
.
doctors to interrupt their patients
: Naykky Singh Ospina et al., “Eliciting the Patient’s Agenda:
Secondary Analysis of Recorded Clinical Encounters,” Journal of General Internal Medicine 34
(2019): 36–40.

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29 seconds to describe their symptoms
: M. Kim Marvel et al., “Soliciting the Patient’s Agenda:
Have We Improved?,” Journal of the American Medical Association 281 (1999): 283–87.
Chapter 8. Charged Conversations
“When conflict is cliché”
: Amanda Ripley, “Complicating the Narratives,” Solutions Journalism,
June 27, 2018, 
thewholestory.solutionsjournalism.org/complicating-the-narratives-b91ea06ddf63
.
Difficult Conversations Lab
: Peter T. Coleman, The Five Percent: Finding Solutions to Seemingly
Impossible Conflicts (New York: PublicAffairs, 2011).
the article framed the debate
: Katharina Kugler and Peter T. Coleman, “Get Complicated: The
Effects of Complexity on Conversations over Potentially Intractable Moral Conflicts,”
Negotiation and Conflict Management Research (2020),
onlinelibrary.wiley.com/doi/full/10.1111/ncmr.12192
.
simplifying a complex continuum
: Matthew Fisher and Frank C. Keil, “The Binary Bias: A
Systematic Distortion in the Integration of Information,” Psychological Science 29 (2018): 1846–
58.