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De-Escalating Conflict Using Positive Language: How to use a positive tone at work


Description
This skill-building microlesson teaches employees and managers the power of positive language and tone by using words that convey optimism, empathy, and respect. The video scene takes place in a retail setting and shows how a sales associate uses positive language with a frustrated customer to help de-escalate the situation.
Content
  • De-Escalating Conflict Using Positive Language
Completion rules
  • All units must be completed