- Employee Tip: Be mindful of your verbals and extra-verbals (words = 7%, tone = 38%, body language = 55%).
- Gold Standard: Diplomacy is to do and say the nicest things in the nicest ways.
- Employee Tip: Be skilled at diffusing anger.
- Gold Standard: Emotional intelligence will bring the best result every time.
- Employee Tip: Don’t take it personally.
- Gold Standard: Customers are unhappy with the issues not the people trying to solve them.
To view the entire session and to receive the entire list of Gold Standard responses, click here and scroll to ‘Recordings’ and navigate to ‘Leadership’. SDAHO members can access this session for no additional cost.