91: How to Listen When Someone Is Venting, with Mark Goulston

Mark Goulston: Real Influence

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:

• Real Influence: Persuade Without Pushing and Gain Without Giving In
• Just Listen

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