When engaging in conversations that are meant to be persuasive or to influence your listener’s actions (for example, a sales pitch, an email campaign, or a call to action), your goal should be that your listener both receives and retains your message. The first step in achieving this is to tell them what they need or want to hear, not simply what you want to say. This is also true, and fundamentally more urgent, in a crisis communications situation. It’s human nature…