How does a leader feel when they have to convey unpleasant, even unpleasant, messages to their employees or customers? Austerity measures, price increases, rejection of wishes or inconvenient truths? Often they vacillate between understanding the need and worrying about maintaining a good relationship with the interlocutor.
For this balancing act to succeed, reliable methods for conflict talks are needed.
The situation is similarly difficult when customers overreact to even small complaints. Whether justified or not, as the responsible representative of the company, you have to keep your head down.
We use an approach to conflict management that builds on both verbal and nonverbal strategies. The approach has been proven in practice for many years and is immediately applicable.