This is the most excellent answer I have seen so far, which combined with business knowledge, psychological test, practical common sense, sympathy, Integrity, etc. I tried to be in her shoes to answer the questions, I have to say I am not as good as her. Maybe we are in different areas, and her job is to deal with difficult situations and how to convince others. Anyway, this kinds of questions can apply to anyone in any position and any companies. The more you practice, the higher position you will get. Thanks for sharing.