The Top Ten Communication Mistakes People Make
When Dealing With Upset Clients and Colleagues

They say a satisfied client tells one person, but an upset client tells nine other people. With the fierce competition you face in today's society you cannot afford to develop a bad reputation. Perhaps a colleague, who can either develop or derail your career growth, has become upset. Whether you are talking to an upset customer, colleague, or manager this hands-on seminar can help you avoid the common mistakes professionals make when communicating with upset people.

This seminar discusses the following 10 common mistakes, provides skills for avoiding these costly problems and techniques for communicating more effectively:

1. Defensiveness and reacting
2. Placating
3. Lack of Pacing
4. Forgetting that understanding is not the same thing as agreeing
5. Verbal and nonverbal behaviors do not match
6. Failing to use the appropriate listening style
7. Focusing on the details of the discussions instead of the core problem
8. Failing to reflect back what the person is saying
9. Not utilizing the "100 + 1% principle"
10. Putting your "but" in the wrong place

Contact us to experience how our "Top Ten" workshop can help keep you and your company from developing a bad reputation.