When an adult child decides to estrange himself from his parents, the parents are often pierced to the core. “How can he treat us this way?” they wonder. "Doesn't he have any empathy?" This isn’t a ...

Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...