Barbara J. Krumsiek said. "And I had one of my direct reports [employees] send me an email, complaining about something somebody else said. I just got back to them and said, 'I'm not going to read this because I don't see the person you're talking about CC'd on it. So if you CC them and send it back to me, I will deal with it." Well, I never had to get it back because once the person really dealt with it, it was fine." At first, Krumsiek's employee made the mistake of only using ONE of the four steps of managing difficult conversations. Which step did the employee take first? a. Start well O b. Listen to their story Oc. Tell your story Od. Create a shared story