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Sound Bites: June ’20

When you have to deal with an irate customer or colleague, try this strategy … Be sure the person with whom you’re talking is comfortable with your note-taking … Before you make that end-of-the-day phone call … Take the lead in answering concerns … Why QWERTY?

Negotiate for fit—not argument

One way to disagree with someone who has ideas different from yours about what should be done in a certain situation is to argue with them—but that doesn’t always work out so well. A better strategy is to position your idea as a complement to theirs.

Can making a very simple list reveal your calling?

Discover your true passion by creating a three-column list, says career counselor Karen James Chopra. In the first column, write down every job you’ve ever had (including that lifeguard gig you had one summer). In the second, list what you liked. In the third, what you disliked. “I promise you,” she says, “themes emerge.”