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Managing Difficult Conversations

ID : 1527   
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Managing Difficult Conversations™
Who should attend:
Individual contributors and front-line managers who interact with external or internal customers
To improve participants’ ability to manage difficult conversations when customers are unhappy with the organization
Participants complete a variety of individual, pairs, small group, and large group activities that explore these topics:
  • Guidelines for managing difficult conversations
  • Listening skills: “Don’t get hooked,” and “Stay productive”
  • Defusing skills
  • Resolving skills
Participants will be able to:
  • Listen non-defensively to angry or upset customers.
  • Use eight techniques to defuse tension with customers.
  • Explain what happened to upset the customer.
  • Explain what they will do to address the issue.
  • Offer an appropriate goodwill gesture.
  • Describe the value of keeping promises to customers.

Class Details

1 Sessions


Catherine Goggia 



Registration Closes On
Tuesday, October 27, 2020 @ 12:00 AM

Schedule Information

Date(s) Class Days Times Location Instructor(s)
10/27/2020 Tue 9:00 AM - 11:00 AM TBD Catherine Goggia 

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