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Author: Eamonn Dennis

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Avoiding cliches when managing conflict

April 23, 2012 | Posted in Business/Management

The use of empathy by staff is often a direct attempt to shut the customer up. Customers can sense this and that is why they frequently react negatively. Phrases such as “I hear what you are saying”, “I know how you feel” or “I understand what you mean” are of little value if what staff …

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