1. Working in customer service, I've ____ from dealing with people who are mildly annoyed to those who are absolutely furious. Last week was particularly challenging. 2. I know I need to talk to David about his performance, but honestly, I've been ____. It's been three weeks now." 3. During yesterday's meeting with the client, I found it really hard to stay ____ the budget issues because she kept bringing up past mistakes. 4. Every time I try to discuss the project timeline with Mark, I end up ____ my frustration about how he missed the last deadline. 5. Before we talk about what went wrong with the campaign, I want to start by ____ - I should have checked those numbers twice. 6. I know I've ____ the tension between you and Sarah for too long. We need to address it now before it affects the whole team 7. I can see that my lack of clear communication has definitely ____ the confusion about who's responsible for what on this project. 8. I think we'd make more progress if we both started by ____ for how this situation developed instead of blaming each other. 9. When Tom started raising his voice in the meeting, I tried ____ by acknowledging his concerns first. 10. I've found that ____ first really sets a much more level playing field when I need to address someone else's performance issues 11. I can see you're getting upset, and I understand why. Let's take a minute to ____ before we continue - do you want some water? 12. The reason I'm giving you this tough feedback is because I'm ____ here. I see your potential and I want you to reach it.

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