Category: Manage Difficult Conversations

Identification of applicable laws with supporting examples Identification of accountable audience (individuals/parties) Recommendation of strategies the call center can use to create cultural accountability

Based on the transcripts in the final case study, you will primarily analyze the transcripts provided to find instances when your coworker employed communication skills to manage the situation, collect relevant information, and build common ground. Then, you will identify practices through which your team can rebuild trust in the affected department. Referring to the…