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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Customer behavior is a mixed bag. No matter what they get, employees need to know how to handle every scenario.
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.
Needing to disagree can be so difficult that people choose silence instead of speaking out. Learning how to successfully engage people and bring out points of agreement and disagreement is easy with Fluency Speak.
