Outrage management (Learn9)

I selected Outrage Management as the one piece of insight I found most surprising and important.

"Outrage management is done largely with the ears; precaution advocacy is done exclusively with the mouth. Outrage management involves a lot of listening, and a very weird thing happens when you listen to people’s concerns—they become calmer. I’m not saying the outrage disappears. It’s not magic, but they get calmer. The other thing that happens is they start wanting to hear from you."

Listening is a vital life skill, management skill, teaching and learning skill. When someone believes you have truly listened to their concerns, it makes a huge difference in their willingness to consider other options, in their level of anxiety about a given situation and it increases the level of trust they are willing to place in the person (or organization) who did the listening.