Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to act, react and emotionally invest -- and that makes it ...

Disappointment, hurt, boundaries, power, change, or loss—no matter how emotionally challenging the topic, they’re all ...

Learn how to build winning relationships, provide the right assistance at the right times, and effectively a variety of customers. Customer service care costs organizations billions of dollars each ...

Forbes contributors publish independent expert analyses and insights. author of Chained to the Desk in a Hybrid World: A Guide to Balance. We've all worried about saying the right thing when we’re ...

Not many people like having difficult conversations. Yet, the reality is that, as leaders, we must be willing to sit with the difficult feelings involved and engage in hard conversations. From ...

It seems like conversations these days are as a difficult as ever. Whether with family members, work colleagues, employees or strangers, the ability to have a productive discussion on any topic where ...

Let's learn from the professionals, shall we? Not only are customer service reps trained to handle complaints and disgruntled people, but they're often given scripts written using insights into what's ...