This interactive workshop teaches concrete techniques to defuse customer anger. Participants will learn ways to calm customers and avoid behaviors or language that might escalate conflict.
It is estimated that over 70% of change initiatives in organizations do not yield the results that are needed. There are many reasons for these failures; one key reason is the lack of preparation for and skill with the human-side of change. Great strategies fail when managers don’t create buy-in or execute the change in an emotionally intelligent way.
By discovering how we can deliver messages in a way that feels positive, we will be less likely to avoid them in the future. Preparing and delivering a needed conversation is vital to resolving conflicts and other workplace challenges.
In this interactive workshop we can first identify current stressors in our life and explore self-care strategies. We will then experiment with a meditation practice called MBSR (Mindfulness Based Stress Reduction). MBSR was first developed and researched in 1979 at the UMass Medical Center Stress Reduction Clinic. Our Business and management consultants are happy to talk about this and other offerings.
Poor listening can affect morale, engagement, productivity, and teamwork. The good news is that listening well is a skill that can be developed. In this fun, interactive session we will identify barriers to listening, assess our own listening skills, explore pre-listening best practices and practice components of active listening.
Whether speaking to groups or individuals, learn techniques to help build rapport more quickly on first meetings or in situations where we don't "click" with others. Whether communicating with frustrated customers or co-workers, understanding the psychology of rapport can help us smooth rougher communications.
Storytelling Can Help You Land Your Next Job (Or Get That Promotion).
See Laura's article here.
Want some basic info on Emotional Intelligence for Business? Check out Laura's interview with the Daily Herald's Business Ledger. You can download it here.
She is on page 36.
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