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Chapter 12. Can You Create Win-Win with ... > Your Turn—Presenting Where You Are - Pg. 126

Can You Create Win-Win with These Folks? And How! 126 From the Manager's Desk OK, OK, I know it's not pleasant to allow someone to vent at you. But it's important. The feelings must be dissipated first before you can have calm, rational discourse. Put your mental asbestos suit on. This is probably the only time Roberta is going to invite Mel to vent. It has two purposes. One is to get the emotions out (and hopefully out of the way). The second is that Roberta really needs to know. So, how does Roberta react when Mel unloads all his complaints, some of which are pretty personal? Roberta responded calmly and with empathy. Here are some responses. "Well, Mel, no wonder you aren't happy with the way things are." "I can see how you might come to the conclusion that I'm interfering with your career." Here are some critical hints for this phase: · · Don't interrupt.Let the person go without substantial comment. Listen. Don't correct errors of fact.That may occur later, but may result in arguing.