> I don't understand why it's not done more often. Regardless of what the issue was, the offended people may take further offence to being described as being u

> I don't understand why it's not done more often. Regardless of what the issue was, the offended people may take further offence to being described as being upset. > Actually, I _have_ seen great CEO's defuse situations like this Which CEO? I'd love to see an example of this. Do you have a link or story to tell?