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Seth Godin has so many nuggets it’s hard not to just re-postĀ about 80% of what he writes. This one is very useful though.

He suggests that when we receive negative feedback we don’t counter each one, but instead write each down. ThisĀ makes the client (staff member, spouse) feel heard. And it gives us time to respond appropriately later. (Sorry, I can no longer find his post, you’ll have to believe me!)

Works well with this one from me about saying sorry.

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