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Useful when presenting.
We need to talk and not just talk but communicate with each other, listen to each other's complaints and problems. You can only control 1/2 of the equation, but you can have a positive impact on the balance.
You're also often the Tier 1 response to issues, so even when you're stressed, users often just want to feel heard, like they've told someone and their complaint has been heard. Doing this can help defuse bad situations where people are upset and feelings are hurt.
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