Description

Whoops – Let’s Try Again

Navigating Service Recovery with Peers & the Public

All too often we find ourselves in sticky situations trying to smooth things over. People rarely become defensive about WHAT your saying. People more likely become defensive because of WHY they think your saying it. In most cases, safety is lost when other people misunderstand our intent. This can lead to either silence or escalation. 

Session Elements: 

- Understand how to create emotional safety when trust has been threatened

- How to move through moments of conflict without getting personally triggered 

- The dos and don’ts of electronic communication when it comes to disagreements and apologies

- Find the grace to reset and repair, even when feelings have been hurt

9:00-10:00        When we get it wrong 

•    Where do we have blind spots 

•    Curiosity before Criticism

•    Perception is greater than truth

•    Crafting a graceful and meaningful apology

10:00-11:00    Working Your Way Out of Conflict 

•    How to file a complaint without losing the relationship

•    Start a conversation with respect and honesty

•    Find common ground, even when it seems impossible

•    Listen actively and make space for everyone’s perspective 

Eligible for 2 CE Hours

Important: The Board of Realty Regulation requires 4 hours annually of Supervising Broker Updates courses to maintain your endorsement. Please note that MOR's Update courses are 2 hours each and you will need to attend at least 2 courses to meet the requirement.