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Listen to these two tracks of booster content just for ambitious small business leaders. Track 1: A the behind-the-scenes look at the work that The Richardson Group (TRG), Chick-fil-A's marketing agency, did to produce an outstanding tagline. Track 2: Here is how to make your interactions with clients more positively memorable by responding better to the expression of appreciation. Track 1 383: Resolving conflict is a critical skill for workplace relationships with guest expert Dr. Paul White Maybe we're making a joke at someone else's expense and thinking incorrectly that they'll laugh along. Maybe you've been puzzled by a key team member who resists taking an assignment — others know that he is leaving for another company and hasn't told you yet. Maybe you've left someone out of an announcement unintentionally because you were in a rush and didn't review before pressing send.   That's where the apology languages come in! Expressing regret ("I'm sorry.")Accepting responsibility (I was wrong.)Accepting restitution (What can I do to make it right?)Planned change (I'll take specific steps to prevent a recurrence.)Requesting forgiveness (Will you please forgive me?) Track 2 Here are three common business missteps that lead to deflating your API: intent, motive, and value.Listen to these instances to help you find examples from your own experiences. Misperceiving Intent – where you choose to think someone is not well-intentioned.Many years ago, a friend of mine asked a few of us to share which gemstone we thought was prettiest to help him in designing a ring for his SO. Afterward, a colleague confided in me with some bitterness in her voice: "I didn't like that he asked my opinion about his stinking gems – he did that to rub my nose in the fact that no one ever did that for me."  Misperceiving Motive – where you choose to assign a negative rather than positive motive to a colleague's actions or decisions. Bruce is gregariously vocal and outgoing, and at a poolside party, called everyone together to sing happy birthday when he found out that it was a colleague's birthday. She cried afterward because she thought he was being mean when he was just being himself and amplifying what he thought was a happy occasion.  Misinterpreting Value – where you devalue someone's contributions, usually in comparison to your own, instead of accepting independently. As a board member, I remember resenting one colleague who always asked for issues that were covered in the advanced materials to be explained during the sessions.