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Keeping Your Cool in Heated Situations: Communicating With Customers and Co-Workers

Knowing how to communicate well during difficult situations can improve work life and customer engagement. Learn how to provide feedback, defuse heated exchanges, prepare for uncomfortable talks and more.

Speaker: Carol Krendl, President, SkilCheck Services Inc.
Format: Streaming Video
Duration: 50 minutes

Keeping Your Cool in Heated Situations: Communicating With Customers and Co-Workers
Don’t let that conversation you’re avoiding ruin your day! Knowing how to communicate with customers and co-workers during difficult situations is an important skill that can be used to prevent compromising relationships and improve engagement. Our presenter provides insight and tools that will help you handle challenging interactions. You’ll learn:

  • How to provide feedback without causing a defensive reaction
  • How to defuse heated exchanges with customers
  • A simple, three-step process to deliver candid messages and compel behavior change
  • How to prepare yourself for conversations you'd rather not have
  • How to take control of your business by assertively expressing what you need from others

This product is also available in DVD format, both as a single and as part of the following discount packages: