Being calm during a conversation with an angry customer and knowing how to turn the conversation around in your favor takes emotional intelligence. A handwritten thank-you card can refresh a staff member's or customer’s spirit and lead to increased traffic for your business. Word choice matters. “What’s wrong with you? versus “What’s troubling you?” can send two different signals to a staff member who has a meltdown at work. People skills are everything, especially in hospitality, healthcare, and small businesses. This class is a must for anyone running a small business. Preethi Fernando is the author of “Emotional Intelligence in Business and Marketing.”
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