Frank the shop clerk is upset about the longer hours he must work during the holiday season. He really would prefer to have extra time off. His manager is able to help Frank see how important his work is to the success of the store and explains to him that he is one of the best workers she has. She assures him that if he can make it through this season she will reward Frank with time off in the upcoming months. Which skill has the manager used to help Frank in this situation