I just wrapped up filming two exciting courses at the LinkedIn Learning headquarters, and I couldn't wait to share the behind-the-scenes scoop with you all! 💫

First off, a huge shoutout to the incredibly talented makeup artist Tania Russell for working her magic and making me camera-ready! Seriousl...

In my de-escalation and customer service workshops, I force conflict with your team, step back, and observe how they work through the issue. Frustration, lack of listening, and failure are expected during the exercise.

My next step is to debrief the activity to reveal best practices for problem-so...

Curious about the ingredients in my workshops? A pinch of engagement, a dash of customization, and a whole lot of psychological tactics that build confidence for delivering bad news, controlling conversations, and de-escalating... Voila! You have the recipe for the perfect customer service workshop!...