Handling Unpleasant Conversations
Thursday, October 6 at 2:00 p.m. CST
Duration: 60 minutes
Whether you’re dealing with an aggrieved customer, a challenging colleague, or a distressed employee, there are times when conversations may not be pleasant. Handling them involves more than keeping a smile and maintaining a good attitude—it requires the use of strategies and practice. During this interactive session, we’ll share proven techniques to help you prevent and manage unpleasant discussions.
Specific topics covered:
- Using strategic words
- Shifting to reflective listening
- Staging to deliver bad news