• Create BookmarkCreate Bookmark
  • Create Note or TagCreate Note or Tag
  • PrintPrint
Share this Page URL
Help

Review of Section IV

Humor Keepers Worth Keeping

(Check those with which you agree)

  • You don’t get rid of conflict in a dynamic, changing world—you use it.

  • Behind every angry person’s attack is a problem that needs to be dealt with.

  • Instead of using counterattacks or defensiveness, “verbal aikido” uses positive empathetic humor to defuse verbal attacks.

  • When attacked, accept, redirect, and affirm.

  • Disarming anger should not be used to avoid problem solving.

  • Develop and use comebacks that turn snarls to smiles in even the toughest customers.

  • Don’t hide in humor—Use it to promote problem solving.


PREVIEW

                                                                          

Not a subscriber?

Start A Free Trial


  
  • Creative Edge
  • Create BookmarkCreate Bookmark
  • Create Note or TagCreate Note or Tag
  • PrintPrint