[mattbrewsbytes]

Some good suggestions in here. You're in a role dealing with people, their emotions, egos, life outside work, etc. - its not science and there aren't formulas as much as all the guru's out there selling books/courses will tell you.

You need to approach any management/business training with the idea that there are some models/ideas that will work for you and some won't. Don't take any of them as a prescription for certain outcomes. Try to read competing approaches/ideas and see what you think works well.