A good shopkeeper knows the difference between helping someone choose and making them hurry.

LEADERSHIP

WHAT THIS MEANS

There is a line between being attended to and being pressed, and it is felt immediately by the person on the other side of it. Help means answering what was asked, offering the thing you were not asked about, and then leaving room. Pressure means standing close, filling every pause, and treating hesitation as a problem to be solved. The same words can do either job depending on the space around them.

When you are helping anyone decide, say your piece and then stop talking. Silence after an offer is not an awkward gap; it is the room in which somebody makes up their own mind.

A QUESTION TO SIT WITH

When has your helpfulness felt like pressure to the other person?

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