Several months ago I was racing to catch a bus.As I breathlessly put my handful of cash across the Greyhound counter, the sales agent said with a broad smile, “Oh that bus left five minutes ago.” Dreams of headcutting!

　　It’ s not the news that makes someone angry. It’ s the unsympathetic attitude with which it’ s delivered. Everyone must give bad news from time to time, and winning professionals do it with the proper attitude. A doctor advising a patient that she needs an operation does it in a caring way. A boss informing an employee he didn’ t get the job takes on a sympathetic tone.Big winners know, when delivering any bad news, they should share the feeling of the receiver.

　　Unfortunately, many people are not aware of this. When you are tired from a long flight, has a hotel clerk cheerfully said that your room isn’ t ready yet? When you had your heart set on the toast beef, has your waiter merrily told you that he just served the last piece? It makes you as traveler or diner want to land your fist right on their unsympathetic faces.

　　Had my neighbor told me of the upcoming rainstorm with sympathy, I would have appreciated his warning.Had the Greyhound salesclerk sympathetically informed me that my bus had already left, I probably would have said, “Oh, that ’ s all right. I’ll catch the next one. ”Big winners, when they bear bad news, deliver bombs with the emotion the bombarded (被轰炸的) person is sure to have.

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