Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to act, react and emotionally invest -- and that makes it ...

Whether they’re giving tough feedback, addressing conflict or navigating sensitive issues with stakeholders, a leader's job ...

Difficult conversations at work are inevitable. Our instincts often present two options when it comes to these conversations: a) avoid the conversation and maintain the status quo, or b) have the ...

Learn how to build winning relationships, provide the right assistance at the right times, and effectively a variety of customers. Customer service care costs organizations billions of dollars each ...

When it comes to taking on difficult conversations with employees, many leaders would rather do almost anything else. The thing is, if you’re a leader, you don’t want to do anything that might upset ...

Let's learn from the professionals, shall we? Not only are customer service reps trained to handle complaints and disgruntled people, but they're often given scripts written using insights into what's ...