Gower Handbook of Call and Contact Centre Management

Gower Handbook of Call and Contact Centre Management
Автор
 
Год
 
Страниц
 
304
ISBN
 
0566085100
Издатель
 
Международные отношения
Категория
 
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Содержание:

Дипломатия Авраама Линкольна

Описание:

This softcover text focuses on a strategy for resolving differences by understanding the points of view of coworkers. The ability to listen well, prevent unnecessary conflict, and negotiate fair solutions is the hallmark of an effective problem solver. The workshops provided give instruction on how to understand different perceptions, reach for fairness, use strategies for making difficult decisions, ease tensions, and understand discipline policies. Multimedia components enhance the impact of the workshops so users can complete a variety of exercises on the computer, watch video footage of people effectively communicating on the job, and use the Internet to conduct further research.

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