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4. When people express disappointment. In situations of conflict our natural tendency is to explain why something went wrong or to immediately offer a solution. Allowing people the opportunity to vent gives you the chance to offer the best possible solution. Many years ago, I had a disgruntled employee and I gave her time to express her opinions. After several minutes of heated words and angry dialogue, I discovered that all she really wanted from me was the opportunity to vent her frustration. In another situation, my customer actually told me what he wanted done, which was less than I had originally planned to offer.
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