91: Mark Goulston on How to Listen When Someone Is Venting

Do you know what to say when someone comes at you who is livid? Virtually every leader had fielded conversations like this, but at lot of us haven’t handled these situations as well as we’d like. In this show, I welcome Mark Goulston, co-author of the recent book Real Influence: Persuade Without Pushing and Gain Without Giving In to share his three-step process to best handle these situations.

Guest: Mark Goulston
Co-Author of Real Influence: Persuade Without Pushing and Gain Without Giving In

Check out Mark’s article on this same topic on the Harvard Business Review blog

Three three-step process that Mark recommended:

1. What are you most frustrated about?
2. What are you most angry about?
3. What are you really worried about?

Here are links to Mark’s books:

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