If Massiel and his boss Marco are having a difficult conversation about one of their clients who refuses to fulfill a contract, and Massiel is getting angry, her boss Marco should respond by showing empathy and helping her channel her anger properly.
A good leader is one who can perceive the needs of his team and develop strategies to solve them. It is essential that an effective leader has communication skills, provides assistance and feedback, is cooperative and sets an example of positive conduct for employees.
Therefore, showing empathy for Massiel's needs will be a positive behavior for the boss Marco, who will help him to deal with adverse situations in a way that does not affect his psychological and client relationship.
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