Do you want the GOOD news or …?
One of life’s more difficult tasks is giving customers bad news. A common error is to start with the bad news – then trying to make it better by giving the good news afterwards. The problem is that as soon the receiver hears the bad news they become emotionally stressed. So they aren’t really listening anymore when you explain the good news. Instead, when giving both good and bad news, begin with good news (so they actually hear it) – then explain the bad. Hint – instead of calling it ‘bad’ news, say the ‘glitch’ or ‘challenge’ is…
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