Eating, importance of, 146
Ego:
dangers of, 144–145
usefulness of, 145
Ego play, 18
E-mail, communicating with hostage takers by, 28
Emotionally disturbed people, 109–112
Emotions:
admitting to, 80
closing and, 69–70
giving away, 79–80
listening for, 77–78
mirroring, 78–79, 81–82
in negotiators, 116–117
of others, controlling, 80–81
removing from situation, 148
Environment (see Setting)