CHAPTER 2
Tossing the Ball Back and Forth: Effective Communication
IN YOUR DEALINGS WITH CUSTOMERS,BE THE ONE TO INITIATE HONEST, RESPECTFUL,AND THOUGHTFUL COMMUNICATION
Did you know that almost everything you do in life involves some form of communication? Anytime you interact with another person, you communicate. Whether you smile at a stranger, speak to a friend, or listen attentively when someone is talking to you, you communicate. You can even communicate by doing nothing at all. When you ignore someone, let a door close on the person behind you, or look the other way when someone is approaching, you communicate.
We communicate for numerous reasons. We communicate when we need to make decisions, solve problems, get answers, gather information, ...
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