Anyway, he says you can look at most situations as a negotiation. Once you fully understand the needs of your counterpart, you can assess your ability to meet those needs, or work with them (using "tactical empathy" and other strategies) so that both parties understand what the realistic outcomes are. Once both parties truly understand what the other is ultimately capable of providing, they will see no use in demanding more than that.
My guess is that the only way to get that is practice. Bring on the bad clients.
I find myself actively fighting the impulse to read the book. I can't decide if I'm a savvy, advertising-aware consumer; or maybe I'm just another sucker.
Can’t source the research but I did skim an article at some point.