What drives them, more than rewards, is the desire to find or create order where there was none before. - Tom Butler-Bowdon

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

Everyone has a theory of human nature. Everyone has to anticipate the behavior of others, and that means we all need theories about what makes people tick.” Steven Pinker

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