This is the first installment in my series It’s Emotional–Creating an Unprecedented Team and Customer Experience in this Pandemic. This series is designed to offer tools to manage your emotions as well as support the emotional journey of your prospects and customers.

This week’s installment is titled Focus on the Hole. I take exception with the overuse of some words these days, particularly when those words suggest we are powerless or helpless.

One of my least favorite words (which I intentionally repurposed) for the title of this series is the word UNPRECEDENTED. Normally when we hear that word these days, it is used to signify the magnitude of the challenges we are all facing. With regard to challenges, let’s look at what the word implies.

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