Stephen Mason, Director of Operations at Keffer Automotive Group opens up to Chris and Mia on how a lack of proper communication and respect can lead to poor behavior between employees. Using a combo of empathy, active listening and reasoning will not only help diffuse a situation with an upset customer, that same process will also help your employees feel seen, heard and respected when there is any kind of negative interaction at work. The process of handling this kind of interaction doesn’t just end when the problem is diffused.
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