CUSTOMER-ADVISORY-BOARDS5 MIN READ
Respond when an advisor is angry
Use Situation-Behavior-Impact-Intent to respond to harsh CAB feedback without becoming defensive.
Dana D COO, CAB advisor S Situation I Impact N Next evidence The tense moment 20 sec The comment Dana says, "This rollout was chaos. Your team keeps promising maturity you do not have." The facilitator's next line will tell the room whether hard truth is welcome or punished. 1 defensive reply can close the room 3 handoff failures hiding inside the criticism
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