How To Deal With Angry Clients
The aikido method reminds me of some advice a mentor gave me when I got married 20 years ago. When fighting with your wife, he said, never apologize too early. Angry people need time to vent, he explained; apologize too quickly and your wife won't get what's made her mad off her chest. Pacing is just common sense. Euphemism annoys me on principle; I am a writer, after all. But our chip-on-the-shoulder culture has come to demand it. Partnership is easy to overdo (call an irate person "buddy," and he may punch you in the nose).