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Seth Godin has so many nuggets it’s hard not to just re-post┬áabout 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. This┬ámakes 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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