"What works on emotions is imagination. And the purpose of imagination is to overcome defensiveness with empathy. **So empathy is the most important skill to teach in dealing with an upset or irate person**. One of [[Stephen Covey]]’s seven habits of highly effective people is “Seek first to understand, then to be understood.” Every person who is in a position to have to deal with upset people needs to ponder and understand why this principle works so effectively" --- **Tags** -- [[quotes]], [[empathy]], [[customer-feedback]], [[conflict]], [[crucial-conversations]], [[listening]], [[not-speaking]] **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]