Behavioral Change Stairway Model (BCSM), 97Cruz, Arlyn dela, 143
Cuban, Mark, 91
Damasio, Antonio, 122
deadlines, 20, 116–20, 139
mistake of hiding a deadline, 120
decision-making
discovering emotional drivers of, 126
emotion and, 122, 123
prospect theory and, 127–35
Descartes’ Error: Emotion, Reason, and the Human Brain
(Damasio), 122
direct or assertive voice, 32–33, 48
Double Indemnity (film), 129
Downs v. United States, 10
Dutton, Kevin, 149, 150
Ecuador kidnapping, 164–67, 169–70
Egypt-Israel peace treaty, 133
email technique, 20, 92–93, 95
emotion
amygdala and fear, 55, 61, 62
anchoring emotions, 20, 128–29
avoiding escalations, 204
careful use of, 204
communication derailed by, 49
contract for Robin Williams in Aladdin and, 123
decision-making and, 122, 123