1

Properly communicating

• Sender/receiver: Being responsible for quality of communication to manage interviews.
• Components of voice: Tone, volume, timbre, articulation, speed, rhythm, pitch, silence.
• An energy-transmitting voice.
• Communication tools: Active listening, rephrasing, questioning, saying positive things.

2

Managing and handling the incident

• Listing past incidents and noting what made them unique.
• Anticipating and always being in a position to accept a resolution.
• Understanding what attitudes encourage or amplify incidents.

3

Listening: The core of the relationship

• Developing your listening in order to improve and better manage the situation.
• Understanding the two types of listening: Active and objective.
• Knowing techniques for boosting your attention.
• Listening to understand, analyze, and adapt to behavior.

4

Asking questions, rephrasing, and making a case

• Showing interest and commitment in solving the problem by asking questions.
• Writing questions and issues to rephrase.
• Structuring persuasive arguments.
• Making a case in three situations: Chance for resolution, suggesting a wait period, knowing how to say “no”.

5

Managing your emotional register

• Managing your stress and that of the other person.
• Developing your emotional register.
• Reacting to dissatisfaction.

6

Keeping and building on trust

• Learning to develop assertive behaviors
• Managing complex situations, in particular resolution times.
• Knowing how to end telephone interviews.