Conflict Management

Tips & Co. #214 - Accepting feedback

One way to deal with criticism and complaints is to not insist on proving your clients that you are right and they are wrong. It's tempting to challen...
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  1882 lectures
Mots-clés :
Communication Customer Service Conflict Management
1882 lectures

Tips & Co. #211 - Blaming is useless

Blaming is often a natural response when things go wrong. The biggest disappointment is that it doesn’t work. Nothing is as professional as the abilit...
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  2232 lectures
Mots-clés :
Professionalism Conflict Management
2232 lectures

Tips & Co. #205 - It’s not always about the win

We often get locked into arguments that hook our ego into trying to triumph over the other person (client, colleague, superior ...).  It is not a...
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  2252 lectures
Mots-clés :
Professionalism Team Work Conflict Management
2252 lectures

Tips & Co. #197 - Ungrateful customers

One of the most common reasons for customers to be ungrateful is that they start to perceive that you and the people they deal with just don't care. D...
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  2284 lectures
Mots-clés :
Conflict Management Professionalism Customer Service
2284 lectures

Tips & Co. #192 - Dealing with a hysterical customer

The hysterical customer is usually someone who feels that there is no one on "his side", he has reached the end of his rope, and you have been unfortu...
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  2069 lectures
Mots-clés :
Conflict Management Communication Customer Service
2069 lectures

Tips & Co. #181- Dusting yourself off

We all know the proverb: "Fool me once, shame on you; fool me twice, shame on me."  But is it really better to be safe than sorry? We often try t...
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  2247 lectures
Mots-clés :
Conflict Management
2247 lectures

Tips & Co. #179 - The advantage of kindness

Research has shown that offering even a small act of kindness can boost oxytocin levels (known as the "feel-good" hormone). Meaning that even in a dif...
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  2200 lectures
Mots-clés :
Stress management Conflict Management Customer Service
2200 lectures

Tips & Co. #174 - Failure is an opportunity

Failure is uncomfortable. Each time we encounter failure, we learn about ourselves and what we have to overcome. Failure doesn’t mean that you failed ...
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  2307 lectures
Mots-clés :
Conflict Management
2307 lectures

Tips & Co. #111 - Problem vs. Solution

A customer is angry due to a problem. Self-assurance allows you to avoid taking this anger personally. Keep in mind: You are not part of the problem, ...
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  3117 lectures
Mots-clés :
Professionalism Conflict Management Customer Service Communication
3117 lectures