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Weekly articles, usually with videos

I share my best articles on de-escalation, empathy, connection, call control, and delivering bad news here.

Take charge of challenging interactions with my psychologically-backed tactics.

Browse articles below.

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Harnessing the Power of Conversational Aikido to Redirect Challenging Customer Conversations how to handle difficult customers verbal aikido
Conquer Tough Conversations: Master Aikido Techniques to Tackle Difficult Customers with Ease de-escalation how to handle difficult customers verbal aikido

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