课程: How to Handle Conflict and Escalations Before They Turn Legal

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Body language

Body language

课程: How to Handle Conflict and Escalations Before They Turn Legal

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Body language

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Body language. There are some great tricks you can play on your nervous system to keep you regulated that also impact the other person's disposition. Although it may seem unnatural, smile while you talk about high conflict situations. A smile impacts your tone of voice and disposition, which comes through over the phone and will help ease the other person's anxiety. And more importantly, it helps you stay in the hero zone. Smiling fools your mind and body into believing that you are happy even though you might be getting yelled at by an angry customer. Smile, sit up, sit straight, stay attentive and be curious. Of course, when an escalation is in person or on a video call, body language is even more important. Make eye contact. Don't cross your arms. Be warm and empathetic in your demeanor. All of that will go a long way towards shaping you as a competent professional in the art of de-escalation. And when you combine your tone, your expressions, your body language, and your regulated…

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