By: Myra Golden (submitted by Carmen Gass)

Many people are surprised when I bring up empathy in my de-escalation workshops. They’re looking for hard-hitting tools and frameworks to help them bring down the temperature in interactions with customers. But empathy? How does this soft skill fit in?

Empathy helps you come across as a compassionate, non-judgmental listener. With customers in intense situations, empathy helps you begin the de-escalation process. Read more here.