This video explains the difference between ownership, accountability and responsibility compared to blame, excuses and denial. We can choose to live above the line or below the line.
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Some people speak a little too fast. If you struggle to slow down your speech, try some of the tips in this video. People can speak 120-250 words a minute no problem, so aim for the lower end of the scale by using these tips. Remember, speaking too slow can be as frustrating as speaking too fast, so ensure you get a happy medium.
Understanding and showing empathy are key skills to help get on side with a customer. This video outlines some things you can do to build on these skills
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