Verbal Communications: Sam Horn
Hardcore Soft Skills Podcast
00:00
How to Deflect and Disarm and Diffuse a Verbal Conflict
When you're both tongue full, which I read and I'm rereading as well, I love the concept tongue full because it addresses the how to deflect and the disarm and diffuse. So when we think it, so draw vertical line down the center, put on the left words to lose,. Put on the right words to use. Because if we're dealing with a difficult customer, we may unintentionally be using words that are actually creating a conflict That's causing resentment and resistance.
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