She discovered Carl Jung’s book Psychological Types and it became the theoretical foundation for a lifetime’s work, later taken up by her daughter (w… - Tom Butler-Bowdon

This idea originated with psychologist Carl Rogers (see p 238), who taught that nonjudgmental listening and acceptance of another person’s feelings create rapport.

Douglas Stone and his colleagues give excellent advice on how to deal with some of the most challenging workplace encounters.

When a natural instinct surfaces, the ego wants to have it satisfied, but the superego does not allow that. The ego submits to the “higher” superego, but is left with the problem. It begins a struggle with the impulse and, to reduce the pain of not satisfying it, engineers a defense that allows itself to make sense of its decision to submit.