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When we interact with our clients in the problem management workshop, it is often difficult to get them to understand the situation from a different perspective. This is often the case when it comes to putting themselves “in the customer’s shoes,” to appreciate the negative or “knock-on” effects the customer is experiencing. I suppose we could sit them down in front of an irate customer and let the customer verbally abuse the unsuspecting staff member for a few minutes - I would view this method as being counter-productive!