From Coert Visser: I have argued that treating clients as cooperative, no matter how resistant they may appear, may be the quickest and most promising way to encourage further cooperation. Sometimes it can be hard to, though. When someone says or does something which sounds or seems offensive or negative, it can be hard to not become defensive or negative oneself. What helps in such situations is to fall back on a deliberate strategy which I have dubbed "searching the plus behind the minus". · Go to Finding the plus behind the minus →