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Instructions
Empathy: It's a Validation Situation!
Empathy and Sympathy Are Not the Same
Reinforcement Check-in: What the heck are we talkin' about?
Reinforcement Check-in
Responding With Empathy
7 Benefits of Healthy Conflict
Wait! What's Healthy Conflict?
Reinforcement Check-in: Multiple select
What Is This Conflict Competence?
Conflict Competence Video
How to Develop Conflict Competence
Words and Phrases to Avoid in Difficult Conversations
What is Service Recovery?
10 Common Communication Mistakes
How to Restore a Client to a State of Satisfaction
5 Things NOT To Do When a Client Catches You in a Mistake
3 Things to DO When a Client Catches You in a Mistake
Conflict Conversation Roadmap Video
Reinforcement Check-in: Order the steps for resolving conflict.
What's My Superpower?
Responding To Angry Clients
Apply What You've Learned!
Workbook Activities
