Dealing with an upset customer? Colleague? Family member? Mark learned the magic words for ensuring an upset person feels heard while you take your next steps. 

... And have you met our friend SARA?

Resource mentioned: Herb Mast's "Intentionality for Leaders: Why and How Some People, Teams and Leaders Achieve More and How You Can Too"

Questions? Comments? Ideas for future episodes ... or interview subjects? Email Mike and Mark.