As sales leaders, we often find ourselves in the middle of difficult situations and conversations, where emotions are running high, and rationality is running low. This could be customers screaming at you or your team, partners not playing according to the rules, or even a Senior Director behaving out of character. In these situations, we have a choice, and great leaders will choose to lean into this and defuse the situation. In today's episode, I share a simple 3 step process to do that.