If you associate the question with the headline above it, you may think we're advising you to let loose with a string of angry four-letter words not suitable for printing here. Because—let's face it—sometimes stress induces anger, including the use of bad words in a raised voice.

But that's not the kind of four-letter word we have in mind. We're thinking of something that leaders can do in public and still remain professional. In fact, those who use this stress-reducer will find that it works immediately and can be used multiple times to great effect.

If you look at the first illustration in our report, "Six Crucial Behaviours for Customer-Facing Employees," you will see a young woman blithely filing her nails, her back to frustrated customers. The scenario might be an exaggeration, but it vividly illustrates the problem: Employees who ignore customer needs put the organization at risk. Needy customers vanish. By the time leaders realize what has happened, it's too late to repair the damage.