The two elements at the top, communication and relationship - we’ll just talk briefly about those. They're kind of the processes, or the touchy feely way to get into the circle. On communication, since we don't have a lot of time, I won't go into depth here. But one notion to just think about is, rather than communication as listening and talking and hearing, think about communication as convincing the other side that you can hear them, and that they are being heard. I was talking to someone that used to work with Bill Clinton, President Clinton. And she said, "You know, the thing about Clinton was, he was an amazing listener. I mean, he would just focus, and he would make eye contact, and you could just tell that he was internalizing things. And the fact that he was listening was the most important thing in the conversation." And she referred to him as the 'aerobic listener'. And that ended up making him very very persuasive in negotiations, his ability to listen. I was doing a mediation in New York, with the Pequot, the Native American tribe, the Pequot Indians. Years ago, they were looking to expand their casino efforts. They were one of the first tribes to put casinos on their reservations. And the city council was opposed to it, and we came in as the mediators. And we're at the table, there were several representatives from the tribe, several representatives from the city council, and it wasn't going very well. And there was this one gentleman on the city council who was particularly difficult. I mean, just cut people off constantly, didn't listen, and hard as we tried to facilitate, he was just one of those guys who was going to speak his mind and not be productive. And it was really hampering our process. And in one particular instance, a native woman was talking, and he just cut her off, pretty brutally, and pretty rudely. And then a woman on the city council - so same side of the table as him on the team - cut him off and said, "John, you're just not lis...