If a staffer makes a thoughtless or offensive remark—and you can tell he regrets it—don’t rush to lecture him. Instead, pause a few seconds while maintaining a poker face. See if he admits the comment was unprofessional. If he doesn’t, say, “I suppose you would like me to ignore what you just said.” Again, give him the opportunity to take it back. If he still refuses to acknowledge his unkind words, then explain your concern with his remark.
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