Picture this: you're in the middle of a heated email exchange with a client. Your jaw's clenched, your fingers are hovering over the keyboard, and you're crafting a response that's going to set the record straight once and for all. Sound familiar? Here's what I've learned after teaching de-escalatio...

This is the week when many of us step out of our routines.
Some people travel.
Some host. (This year I'm hosting Thanksgiving for the first time in a long while.)
Some recharge.
Some brace themselves.

And whether we’re talking about a packed airport, a busy store, a family gathering, or a tense cus...