From Seth Godin‘s blog. Which I would +1 if he had a button.
Difficult conversations at work
When the outcome of a conversation is in doubt, don’t do it by email. And show up in person if you can.
The synchronicity of face to face conversation gives you the chance to change your tone in midstream. Ask questions. A great question is usually better than a good answer.
And don’t forget–the value of a long pause is difficult to overstate.
“the value of a long pause” is indeed “difficult to overstate”. <3