In a Crisis, Use the Language of Empathy, Not Legalese


Holding Hands

If your corporate policy is inflexible, cushion it with compassion.

In March, the federal government announced unprecedented news: It would give every American a stimulus payment of up to $1,200. Yet the check came with a catch: If you opted to have the money deposited into your bank account and your account is overdrawn, then your bank might keep part, or even all, of the payment to make up for your negative balance.

Leave aside, for the moment, whether this action is right or wrong. Instead, consider the diametrically different statements from two of the banks:

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