Learning outcomes:

• Learn to read and respond to the verbal and non-verbal cues in stress and emotions.

• Explore Your Stress Style and discover techniques for managing it.

• Effectively manage stress and stay calm under pressure. 

• Understanding and applying The Four Life Positions in difficult conversations.

• Knowing how best to respond to The Four Life Positions non-verbally.

• Understanding how escalation occurs and how to de-escalate stressful situations.

• Know how to deliver bad news to your customers.

• Reconnect with your customers.