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BurnBright Basics to Managing Conflict
Introduction to Keeping Cool While Under Fire
Episode 1 • 3m 9s
Monique Douglas introduces her program, Keeping Cool While Under Fire.
Up Next in Keeping Cool While Under Fire: Introduction to Customer Service
The first tool to Keeping Cool, is to avoid emotional explosions.
Reactions to Avoid
Next, Monique discusses reactions to avoid when dealing with heated customers.
How to Diffuse Tense Situations
Here are some best practices when dealing with tense situations.