In the BurnBright Basics to Managing Conflict we will review how to prepare for tough conversation, best practices amidst conflict, and how to regulate our emotions. This series includes 4 essential programs:
1. "Hard Conversations (Part 1)" by Matt Garretson
2. "Hard Conversations (Part 2)" by Matt Garretson
3. "Keeping Cool While Under Fire" by Monique Douglas
4. "Emotional Regulation" by Jen Wright
Monique Douglas introduces her program, Keeping Cool While Under Fire.
The first tool to Keeping Cool, is to avoid emotional explosions.
Next, Monique discusses reactions to avoid when dealing with heated customers.
Here are some best practices when dealing with tense situations.
In customer service, it's important to take ownership when things go wrong.
Lastly, understanding your impact on the brand will allow you to succeed in customer service.
