make a tense situation calmer, The customer was shouting, so I stayed calm and tried to defuse the situation before it got worse., take control of a meeting in an unwanted way, We were discussing the budget, but one colleague hijacked the meeting and started talking about his own project., make the team steady and calm again, After several stressful weeks, the manager introduced a clear plan to stabilize the team., make a confusing situation clear, We need to untangle this misunderstanding before we decide who is responsible., show that someone’s feelings are understandable, A good manager should validate employees’ feelings before offering advice., something emotionally difficult or painful, It was a real wrench to leave my old team because we had worked together for years.

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