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The Escalation Cycle of Behavior: Navigating the 7 Stages

The Escalation Cycle of Behavior: Navigating the 7 Stages

Published: June 6, 2024 | Last Updated: June 14, 2024by Jeremy Pollack

Have you ever felt a situation slowly (or maybe not so slowly) spiral out of control? Perhaps a disagreement with a friend turned into a heated argument, or a minor frustration at work escalated into a full-blown meltdown. We’ve all been there. These moments of acting out behavior are often fueled by an underlying escalation...

12 Types of Employee Training—Advantages & Examples

12 Types of Employee Training—Advantages & Examples

Published: June 6, 2024 | Last Updated: June 6, 2024by Jeremy Pollack

Workplace training and development are crucial for any organization that aims to equip its employees to address modern-day challenges. Unfortunately, employee training often does not receive the priority it deserves. Forbes reports a staggering 59% of employees receive no workplace training, a statistic that underscores a troubling trend. However, this also presents a significant opportunity....

The HEARD Method for Customer Service: What It Is & How to Apply It

In the dynamic realm of customer service, managing conflicts effectively and ensuring client satisfaction are paramount for preserving a positive brand image. The HEARD technique emerges as a formidable strategy, particularly useful for transforming challenging interactions with upset customers. Developed with the aim of supporting customer service agents in their challenging roles, the HEARD method...

Navigating Conflict Resolution in Close Relationships: Strategies for Effective Communication

Conflict is an inescapable part of relationships, and how we guide and fix it can profoundly impact their dynamics and toughness. Effective contact is fundamental in resolving conflicts and supporting the bond among people in close relationships, including romantic partnerships, family ties, or friendships. We can guide conflict in close relationships with dignity and kindness...

7 De-Escalation Skills Essential for Defusing Conflict

7 De-Escalation Skills Essential for Defusing Conflict

Published: May 15, 2024 | Last Updated: May 16, 2024by Jeremy Pollack

In any business setting, the potential for conflicts with customers or other employees is always there and can happen at any moment. Whether you are dealing with a common misunderstanding over a product, a service issue, or simply someone who is having a bad day, emotions can escalate quickly. However, mastering de-escalation techniques can turn...

3 Customer Service Conflict Examples (With Resolutions)

3 Customer Service Conflict Examples (With Resolutions)

Published: May 14, 2024 | Last Updated: May 29, 2024by Jeremy Pollack

Navigating customer service conflicts is an inevitable part of business that, when handled correctly, can transform potentially negative experiences into opportunities for growth and customer loyalty. Here, we will explore some of the most common customer service scenarios that result in conflicts and give you effective strategies to resolve them. These real-life customer conflict resolution...

Employee Engagement Statistics to Know in 2024

Employee Engagement Statistics to Know in 2024

Published: May 13, 2024 | Last Updated: May 16, 2024by Jeremy Pollack

Imagine your workplace where every employee is not just present but is genuinely enthusiastic and committed to their roles. This is the essence of employee engagement: a key driver of both individual fulfillment and organizational success. It’s about more than just job satisfaction—it involves a deep connection between an employee and their work, characterized by...

Leveraging Workforce Intelligence to Foster Team Harmony

Leveraging Workforce Intelligence to Foster Team Harmony

Published: April 23, 2024 | Last Updated: May 29, 2024by Jeremy Pollack

In the intensely competitive modern market, it has become increasingly essential to maintain a well-functioning, productive team. But how can you tell whether or not your team is functioning to the best of its ability? Workforce intelligence is key. It is all about understanding your team’s strengths, weaknesses, and dynamics. When you can gather information...

How To Deal With Workplace Gossip: A Conflict Resolution Guide

How To Deal With Workplace Gossip: A Conflict Resolution Guide

Published: April 2, 2024 | Last Updated: June 14, 2024by Jeremy Pollack

Let’s be honest: Every workplace has its share of gossip. Workplace gossip is surprisingly common, whether it’s whispered rumors in the breakroom or subtle jabs during meetings. Some people might brush it off as just water cooler talk, but harmful gossip can damage teamwork, ruin trust, and make the work environment feel negative. The good...

Two Change Management Models & Strategies: A Comprehensive Guide

Two Change Management Models & Strategies: A Comprehensive Guide

Published: April 2, 2024 | Last Updated: April 2, 2024by Jeremy Pollack

Contemporary organizations must rapidly evolve to succeed. The micro and macro environments in which organizations operate today are extremely volatile, and factors such as communication, technology, regulations, and society are changing unprecedentedly. In this era, where change occurs more swiftly than ever, the organizations that stand out are those adept at managing change. Adherence to...