| Sometimes I think it's all about the tone we use, rather than the words we choose. I find empathy goes a long way. Some of these folks are financially stressed, on top of having been through the ringer in trying to even get to this point. Then we show up and we may be the first person they've seen face to face since the process started. Often they just want an opportunity to be heard and we can provide a sympathetic ear while we get on with business. |
