This month I had the pleasure of facilitating a workshop on managing difficult customers for a group of 21 administrators with incredibly demanding healthcare jobs.
ALL participants wrote the same feedback on their evaluations; this is what they're going to do:
Show more empathy
Talk about what can be done vs what can’t
Listen more, talk less.
The participants interact with up to 50 people each day and if they all do what they said they would, the world will be a better place.