D-2 The Phone Call — 2021 Edition
You know it when you get it — the vituperative voice calling for your head on a platter who still wants your help. In this updated classic, Chris will share the most effective methods for responding to caustic calls and enraged emails. Learn to create win-win outcomes by identifying the origins of other people’s strong emotions, using that information to fuel patience and empathy, and then engaging their collaboration. A customer service cornerstone.
Christopher ThurberPsychologist & Instructor, Phillips Exeter Academy