Navigating a company crisis requires employees to have specific communication skills that enable them to both protect the brand and empathize with customers. These skills largely determine whether a business will recover from a crisis.
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In this TED talk, Uri Hasson(Princeton Neuroscience Institute) pulls back the curtain on what happens in the brain of a person telling a story and in the brain of a person listening to the same story. He and his team have used fMRI to measure what happens when a person tells a story and what happens when a person listens to that same story.
Customer behavior is a mixed bag. No matter what they get, employees need to know how to handle every scenario.
What it is , What It Costs, And How to Prevent It
Communication Skills Preventing Harassment Workplace Mistreatment
