How To Deal With An Angry Client

Listen without interrupting - Show that you understand how they feel as well as what they are saying. Analyse the problem - Differentiate between facts (the report has three errors in it); assumptions (it was clearly done at the last minute); generalities (your junior people aren’t up to it); and emotions (I feel let down). …

Making Decisions The Right Way

All decisions should be made as low as possible in the organisation. The Charge of the Light Brigade was ordered by an officer who was not there looking at the territory. It didn’t go well. Is the decision you are about to make either expensive or not. It’s that simple. A decision to relocate my …