Describe a time you had to tell a member of the public something they didn't want to hear — a denial, a fee, a rule you had no authority to waive. How did you handle the conversation?

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Set the stakes early — who, what, why it mattered. Show your read on the other person before your response. Land on a clean resolution, not a vague reconciliation.

Describe a time you had to tell a member of the public something they didn't want to hear — a denial, a fee, a rule you had no authority to waive. How did you handle the conversation?

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