How to answer to difficult people/questions

Steve Job, coming back to Apple, had to make difficult choices. Here is how he answered to a rather difficult question from a very unhappy developer.
We had an interesting Workshop at London Toastmasters Conference and Contest the 15th of October, 2011 (yesterday) addressing how to handle difficile audience. Other ideas will follow but this speech from Steve Jobs, in 1997 is a great example of how to answer.

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