91: How to Listen When Someone Is Venting, with Mark Goulston
Mark Goulston: Real Influence Check out Mark’s article on this same topic on the Harvard Business Review blog Three three-step process that Mark recommended: 1. What are you most frustrated about? 2. What are you most angry about? 3. What are you really worried about? Here are links to Mark’s books: Real Influence: Persuade Without Pushing and Gain Without Giving In Just Listen Discover More Activate your free membership for full access to the entire library of interviews since 2011, searchable by topic.
