May 10, 2016
Listen as my training participants role play 8 techniques for defusing tension:
1. Thank the person
2. Use empathy
3. Apologize appropriately without blame
4. Confirm understanding
5. Assure and establish accountability
6. Use selective agreement to build rapport
7. Set limits if needed
8. Close with forward-looking goodwill
I had a great group of about 30 participants in the Managing Difficult Conversations training I facilitated recently. They were good sports about letting me record them for the podcast!
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My focus is training front line employees, supervisors, and managers so they can reach their highest potential in their careers. I also taught college level Business Communication and Employee Readiness courses for 15 years. Employees and students tell me my courses change their lives for the better, and my evaluations consistently rate me as an engaged and motivational speaker. I decided to produce a podcast in the effort to support a broader audience of people in higher levels of job satisfaction and productivity, as well as encourage people to find jobs for which they are a good fit.
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