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That must have been so frustrating! When something like that happens you have the clear impression that in fact nobody is listening -- show me you are, don't tell me you are to sweep what I'm saying and what you need to do about it under the carpet.

Hi, Valeria,

These should be on a "pocket card of life" :-)

Just had an experience (customer service) with #3. The rep would repeat "I hear what you are saying" at predictable junctures and then proceed to the next step in her procedure manual--which had nothing to do with what I had just said.

Keep writing...

@Cam -- amazing that we still use PowerPoint even to communicate ideas inside organizations. Why not write reports where reports are warranted and talk about ideas with images and key words to anchor our thinking?

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