I read an excellent article by Jackie Sloane in Executive Travel magazine. The article focuses on assuming positive intent when dealing with client concerns. If we spend time thinking a person’s concerns are valid and putting ourselves in her/his shoes, we are more likely to have a positive outcome.
Jeff Giampalmi 
About conisus
Conisus (co-nee-sus) is a network of innovative companies dedicated to improving the care of patients with cancer and blood disorders by delivering superior medical education programs to healthcare professionals. Our goal is to provide world-class oncology content while demonstrating unrivaled service to healthcare professionals, clients, and educational supporters, ensuring the highest degree of integrity.
Conisus 
“Train yourself to think from others’ experience and point of view…You’ll become more strategic”
That’s a powerful lesson. Clients and even coworkers often look to us to solve problems for them, which is easier to do when you look at the issue from their perspective. It’s not always easy, but I’ve learned that if you give people the benefit of the doubt you can establish yourself as problem solver and build strong partnerships based on trust and mutual respect.