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How to train employees to have difficult conversations

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Video quiz details

Task Description
Students will listen to a ted talk about having difficult conversations with costumers.
Video details
Scene summary
at the end of the video they must identify the importance of soft skills and specific ones that will help them at work.
Video length
8 minutes 11 seconds
Video genre
Lectures (e.g. TED talks)
The above lesson is a great teaching resource for:Upper-intermediate (B2)
Student type
This resource is intended for:Business/professional students
Business/professional students
Quality check
Quality not yet verified by the community.
This resource does not contain any images, words or ideas that would upset a reasonable person in any culture.
Copyright license
This resource is licensed by mjcourrau under the Creative Commons Attribution License.
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Video quiz questions (printable)
1. Guess the end.
Have you ever had a difficult conversation with a customer?
2. Choose the correct options.
What does apalled mean?
3. Guess the end.
What do you think about asking these types of questions?
4. Guess the end.
Has this ever happened to you? Like you had a hard time asking difficult questions or giving difficult information.
5. Guess the end.
What is compassionate care?
6. Choose the correct options.
What does GRACED stand for?
Great, rights, accountable, excellence, Doing
Great, relevance, accountable, excellence, data
7. Guess the end.
Why are those types of questions important? do you agree?
8. Guess the end.
What do you think about what the speaker said? is it really better to have someone there or would you prefer technology to help you solve?
9. Choose the correct options.
What is conviction?
10. Guess the end.
Do you agree with the speaker? is transitional change better for you?
11. Guess the end.
Based on this ted talk what did you learn about the importance of soft skills in the customer service world?
12. Guess the end.
Discuss with your classmates what are some important soft skills in customer service? why are they important for?
13. Guess the end.
Should companies help you develop soft skills? or help you strengthen them?
Mjcourrau is from/lives in Costa Rica and has been a member of iSLCollective since 2021-03-03. Mjcourrau last logged in on 2021-12-20, and has shared 3 resources on iSLCollective so far.
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