ABSTRACT
Avoid the two extremes. An overly timid approach involves looking away, as if fearing to face the other person, and mumbling or speaking too softly. An overly angry approach is overbearing, with frowning and scolding as though the other person were a troublesome child. In empathic assertiveness you appear confident and sympathetic, ready to stand up for your rights, without showing ill will toward the other fellow. The key words are eye contact and good voice.
