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434. Become a Supercommunicator with Charles Duhigg

The ONE Thing

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Mastering the Art of Communication in Tense Situations

The insight highlights the value of mastering the art of communication in high-stress, frontline situations. It emphasizes the importance of understanding the underlying message behind harsh communication and using it as an opportunity to ask new questions. The speaker shares personal experiences of de-escalating tense customer interactions by empathizing and viewing anger as an invitation to seek resolution. The phrase 'if you're feeling furious, get curious' is emphasized as a valuable tool for navigating heated moments.

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