The challenge of leadership is to be strong, but not rude; be kind, but not weak; be bold, but not bully; be thoughtful, but not lazy; be humble, but not timid; be proud, but not arrogant; have humor, but without folly.
When someone is nasty， rude， hateful， or mean with you， pretend they have a disease. That makes it easier to have empathy toward them which can soften the conflict.
