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Chapter 28. Dealing With Hostile Questio... > Acknowledge feelings, fact, or both

Acknowledge feelings, fact, or both

For example, someone asks, “Why did you screw up and go 40% over budget?”

Using this technique, you would begin your answer by saying something like, “Mike, it’s true, we did go over budget and I know you are upset about it.” Notice that this reply is non-defensive and avoids escalating the situation.


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