Chapter 15 - Host To Handle Resistance And Solve Problems This chapter is about handling resistance and solving problems. If there was a keyword in the first half of the book, it was "modeling." If there's a keyword for the second half of this book, it's "flexibility"-the one thing effective communicators have in common. Flexibility doesn't necessarily come naturally. Most of us think of settling a dispute as something akin to verbal boxing. Much more elegant is not to overcome force, but to align yourself with the force directed at you and guide it in a new direction-the metaphor of the Oriental martial arts like aikido and t'ai chi. Remember that there is no such thing as resistance, there are once inflexible communicators . It's important for us to remember that certain words and phrases create resistance and problems. Let me give you the example of one ever-present, three-letter word- "but." If someone says, ...