Managing Difficult Conversations

Topics Include:

• A simple process that gives you confidence to have the conversations you know you need to have.

• Creating a culture of accountability with Positivity. 

• Driving ownership of the need to improve performance to the individual.

• When working with customers turning irate customers into delighted customers.

• Getting upset customers to a place where they can share their issue in a constructive way.

• Using the art of Listening to let customers know you care and value them.