dfitzpat·há 5 anos·discussVerbal Judo by George J. Thompson and Jerry B. Jenkins.Excellent at teaching how to understand a situation and diffuse conflict. How to employ empathy (not necessarily sympathy). Even how to talk to customer service and remain calm.
Excellent at teaching how to understand a situation and diffuse conflict. How to employ empathy (not necessarily sympathy). Even how to talk to customer service and remain calm.