Soft Skills

Not every client is satisfied with the service they receive — and sometimes, their dissatisfaction is justified. But occasionally, clients make unreasonable complaints: they demand services the company doesn’t offer or accuse you of violating terms that were, in fact, fulfilled. Their goal is to pressure the company into giving them bonuses or financial compensation. Читати далі...

Every difficult client requires a personalized approach. Only by adapting to their needs, communication style, and behavior can you build rapport, find common ground, and close the deal successfully. Client #1 — The Indecisive Signs: Can’t decide what they need or make a final choice. Constantly doubts themselves: “What if I’m wrong?”, “What if it’s too expensive?”, “What Читати далі...

In professional circles, there is no single universal definition of a “difficult client.” Usually, we describe them through their behavior and the challenges they create for the company and its specialists. Typical Signs of a Difficult Client Arrives with complaints or problems — both real and imagined. Constantly criticizes or finds fault with the team. Their Читати далі...

The Ackerman Model is a kind of psychological judo used by FBI negotiators to manage high-stakes conversations. It relies on precisely calibrated questions, mirroring, and subtle tactical moves that push your counterpart off balance — often getting them to negotiate against themselves. At first glance, it looks like a simple sequence of offers and counteroffers. In Читати далі...

Dr. Mahzarin Banaji of Harvard University and her colleagues have studied how implicit bias often hides behind our tendency for binary, quick-fire decisions — the instinct to see everything as either A or B, yes or no, right or wrong. To overcome these binary blind spots and make more balanced decisions, consider these five practical techniques 👇 1️⃣ Map Out the Full Range Читати далі...