"There's a woman here and she wants to speak to the manager. She says her name is Karen." Business owners will inevitably encounter a "Karen." But before you escape out the backdoor, listen to this edition of Sutherland Weston's The Briefcase. Ric Tyler takes us "out to the ball game" for a real life lesson in how kindness can outshine a Karen What You'll Learn: Someone may be watching — or even — recording! A level head can serve you well.  Shine brighter than the negativity, and you can spin the situation into your favor.

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