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Transform crisis into an opportunity with Scott Harvey (Part 1)
How can you turn a crisis into an opportunity and rebuild trust?
Join us for another episode of the Art & Science of Difficult Conversations, where we had a conversation with Scott Harvey, who has 20 years of experience in law enforcement as a Hostage Negotiator.
Key takeaways:
Crisis can be an opportunity to rebuild trust.
Prevention is key in communication to avoid crises.
Silence in leadership can communicate apathy.
Building rapport is essential for effective communication.
The service recovery paradox shows that resolving issues can enhance satisfaction.
Emotions can hinder logical…
The skinny
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