From Rude to Resolution – Communication Strategies that Diffuse and Resolve

"Why you gotta be so rude?"

Most everyone has been the recipient of rude behavior, whether through email, text, or in person, and uncivil communication is on the rise. Research from the Harvard Business Review shows that rudeness is rampant in the workplace. Just a few years ago, about 50% of employees said they were treated rudely at work at least once a month. Today, that number has spiked to 76%! How do we effectively serve and address residents whose belittling, insulting, and ranting are directed at us and our teams? It’s time we learn to effectively diffuse this sort of behavior and take a conversation from rude to successful resolution.

You and your teams will learn:

• Assertive, versus aggressive communication techniques
• Specific language designed to diffuse and re-direct
• Active listening and empathy skills
• When to acknowledge and when to apologize
• How to prepare and remain in control during a confrontational discussion
• How to calm down after someone’s negative behavior has affected you

Join Lori Snider and the Webinar Wednesday Team on January 24, 2024 at 2pm Eastern Time To Go From Rude to Resolution!