Format: Audio - Compact Disc or MP3 Download
Presenter: Jan McLaughlin
Have you noticed?? We can’t change other people, we can only change ourselves.? But, by altering our actions and reactions we CAN influence the responses we receive. When interacting with customers, it’s essential that we not lose our cool?even if they lose theirs!? You’ll identify specific techniques you can apply to become less of a target for negative behaviors, take care of yourself?and stay cool!?
1. Distinguish among the four essential factors in communication?
2. Determine what they do when pulled away from their intent?and avoid this happening!?
3. Recognize how their body language and tone of voice can escalate a situation?
4. Identify the techniques of Verbal Aikido: Selective Agreement and Limited Response,?
to become less of a target for negative behaviors
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