Sessions

In this session you will learn effective communication tools you can employ to be more emphatic in the face of conflict or crisis at your company. Through examples of destructive and disgruntled employees, irate customers and negative online reviews, Melissa will offer real-world power phrases and sample conversations that will help you learn how to successfully communicate high-stakes responses the right way. The session will include pre-crafted responses to the most commonly asked questions about conflict, crises and awkward situations facing leaders today, including comments around physical attributes, race, sexual orientation, age, experience level and socioeconomic status. Melissa will then direct participants through building their own Communication Guides—a personalized messaging guide that lists the exact power phrases they can employ throughout a number of scenarios.