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b"Until you address the emotion in a volatile situation with compassion and respect, you will not diffuse a situation and may do more damage raising the intensity to a blistering crescendo. This is the continuing conversation that started a couple of weeks ago with Melissa Agnes. In this episode, we deep dive into one aspect of our response to a crisis, confrontation, and conflict as our brands and key people are bombarded with heavy emotion.\\n----more----\\nSome of what is covered is how to get ahead of high emotional relatability when you can never overcome emotion with pure logic.\\n1. Validate the emotion.2. Relate to them on that basis.3. Proof and logic to support your position and facts.\\nThe tips Melissa gives us will help us protect our brands, but also have more success diffusing situations in our everyday lives. You will want to take notes here.\\nIf you missed the first episode with Melissa, Crisis Readiness Equals Freedom, you can listen here >\\n\\xa0\\nAbout Susan's guest:\\nAuthor of\\xa0Crisis Ready: Building an Invincible Brand in an Uncertain World, Melissa Agnes is a leading authority on crisis preparedness, reputation management, and brand protection. Agnes is a coveted speaker, commentator, and advisor to some of today's leading organizations faced with the greatest risks.\\nIn\\xa0Crisis Ready, Melissa Agnes draws from her remarkable experience in helping global brands, government organizations, and world leaders prevent and overcome a range of real-world, high-impact crises. She uses this experience to provide your organization with a clear roadmap to implementing a crisis ready culture\\u2013and thus building an INVINCIBLE brand.\\nOrder\\xa0Crisis Ready\\xa0on Amazon\\xa0\\nCrisis Ready\\xa0is not about crisis management.\\nManagement is what happens after the negative event has occurred. Readiness is what is done to build an INVINCIBLE brand, where negative situations don\\u2019t occur\\u2014and even if they do, they\\u2019re instantly overcome in a way that leads to increased organizational trust, credibility, and goodwill.\\nNo matter the size, type, or industry of your business,\\xa0Crisis Ready\\xa0will provide your team with the insight into how to be perfectly prepared for anything life throws at you. Organizations that are crisis ready are more than just resilient. They\\u2019re invincible.\\xa0Crisis Ready\\xa0is your roadmap to business invincibility."