Kill ’em with kindness. It’s hard to maintain a good rage when you’re faced with someone who insists on remaining calm, polite and reasonable. Not sickly-sweet, but genuinely nice.
Let them vent. Let them know you’re on their side. Statements like, “I understand,” “That must be so frustrating,” and “Let’s see what we can do to fix this” can go a long way towards making someone feel heard and understood.
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