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  CONTENTS >> THE PEOPLE BUSINESS   Jan/Feb 2006
 
EXECUTIVE SUMMARY

Keep Your Cool When the Other Person Gets Hot

Five Steps To Soothing Upset People.

By Lydia Ramsey



The reality of business is that upset happens—and when it does, how you handle it may well define your career. Lydia Ramsey’s primer on business diplomacy offers these “five steps to soothing upset people”: listen; apologize; sympathize; accept responsibility; and prepare for action. (As a helpful mnemonic, once you’ve listened, simply remember to then ASAP!)


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