Salesman explains how to calm someone down instantly

Never say I understand. It's the weakest phrase in business. Say you're right and watch how fast the tension leaves the room. I understand is what a call center says. Everybody's heard it a thousand times and everybody knows what comes next. The word "but". The second you say it, he braces. He knows you're not agreeing with him, you're just being polite on your way to disagreeing with him. You're right does the opposite. Hiding behind it. It's a full stop. It's the one thing he actually came in here to hear because people don't calm down when they feel understood. They calm down when they feel agreed with. Two different things. And one of them ends the fight. Here's the part most people miss. You don't have to agree with all of it. Find the one piece he's genuinely right about and give him that. You're right, it is expensive. You're not fighting him anymore. And a man who's just been told he's right will hear the rest of what you say. He was never going to before. Works on a client, a boss, your wife. I understand, says I'm managing you. Your right says I'm with you. Only one of them gets you anywhere.