Having the skill of communication is a powerful way of diffusing a volatile situation and is shown to be very effective at helping to calm agitated people in order to get the best possible outcome – a placated individual who feels understood and is in a place to listen, be rational and reasonable. This book gives you the tools to become an effective communicator and demonstrates how you can use it in your work (and personal) environment to help you have meaningful exchanges that resolve conflict and may even keep you safe from a physical attack.
About the Author
Justine is passionate about helping service-based providers develop the skills they need to become confident and effective communicators, able to hold their own space with authority and calm.With a background in service-based careers, Justine can identify with the challenges in these industries and has faced many difficult situations dealing with customers and understands the importance of communication skills in resolving disputes that can quickly escalate if not managed well. Justine lives in Yeovil, in the South-West of England with her husband. She loves being by the sea and time with her family.