(1). Some kind of ridiculous psycho-babble about feeling your client’s pain or some crap.
“Alright, team…this is Richard. He wrote a book on how to improve your emotional intelligence. I don’t know what it means either, but it sounds like something we should have, so you’re going to spend the rest of the day hearing about it while I hit the range. Have fun!”
(1). To proactively address an issue which is identified as potentially dangerous to the firm or a client relationship. The term is often used when trying to quietly clean up an error before the client notices anything is wrong.