From the course: Preparing for Successful Communication

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Answer tough questions

Answer tough questions

From the course: Preparing for Successful Communication

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Answer tough questions

- A manager told me, "Our company missed an important launch deadline "and our clients are really upset. "We have a public meeting about this next week, "and I have no idea how to handle "the tough questions I'm sure to get. "Help?" I told him, it's ironic, isn't it? We're taught math and science in school. We're not taught what to say or what not to say when people are upset. The good news is I've created something called Tongue Fu that can help you think on your feet, keep your cool, and respond proactively. Here are three of my favorite Tongue Fu tips. Number one, what to say when someone complains. Don't explain. Explaining why something wasn't done when it was supposed to be done makes people angrier because explanations come across as excuses. Instead, agree, apologize, act. Agree, you're right Mr. Smith, we did miss our deadline. Apologize, and I'm sorry that product wasn't shipped as promised. Act, and we are working 18-hour shifts to get it fixed by the first of next month…

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