You may not be a hostage negotiator, but some Project Managers may feel they are because fact is, almost all communication is an effort to get through to people and get them to do something (buy something, make a decision, invest, commit to an endeavor, complete work, etc.). If someone is hostile, like Frank was in his truck with a weapon, reason and logic won’t go over well. Facts and data don’t mean anything to those who come in to communicate with that approach. Resorting to arguing or pleading will get you nowhere. There is another way though.