Wow, that's a great read. Bookmarking and sending to others. He points out how expressing all the natural human reactions - anger, fear, supplication, bargain

Wow, that's a great read. Bookmarking and sending to others. He points out how expressing all the natural human reactions - anger, fear, supplication, bargaining - tell the institution that you are a vulnerable, manipulable moron. The implacable robot that knows the process but doesn't care is what gets results.