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IGTC01CS - Delivering Bad News to a Customer (EN)
01 - Introduction
01 - Delivering bad news without fear (1:05)
02 - 1. The Problem and Solution
02 - The solution The four keys (4:29)
01 - How most people get it wrong (4:23)
03 - 2. The Four Keys to Delivering Bad News
01 - Be clear and unequivocal (3:17)
02 - Acknowledge concern (3:01)
03 - Be open to and encourage questions (3:22)
04 - Offer alternatives (3:00)
04 - 3. What to Do in Specific Situations
02 - It-s impossible to do (2:56)
01 - Policy conflicts (3:41)
03 - Saying no (3:28)
05 - 4. Communication Channels
02 - Delivering bad news by text or chat (3:53)
01 - Delivering bad news via email (3:51)
03 - Delivering bad news over the phone (2:40)
04 - Delivering bad news face-to-face (3:45)
06 - Conclusion
01 - The good news about bad news (0:59)
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02 - It-s impossible to do
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