At some point in your work history, you will encounter some form of hostility. Whether it's an upset co-worker or a dissatisfied customer, your response can make the difference between a stressful or a pleasant work environment. * The nature of hostility and how it affects those in the workplace. * Basic conflict communication skills and how they can be used to defuse hostility. * How to deal with people who do not respond rationally.
Aurora Pictures
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