We’ve all said things that people have interpreted much differently than we thought they would. Verbal slip-ups often occur because we say things without the knowledge of the subtle implications our words may carry. Understanding these implications requires social awareness—the ability to pick up on the emotions and experiences of other people.

This informative and fun webinar with Andrew Sanderbeck will explore 20+ phrases that we shouldn’t being using in our conversations. And, we’ll also discuss different and more effective ways of verbalizing these phrases.

Remember: What you intended to say doesn’t matter. It’s how your message is received that could make or break a customer relationship.


Original broadcast December 8, 2015

Instructor Bio ~ Andrew Sanderbeck
Andrew has been developing and conducting training seminars for libraries and library organizations for more than fifteen years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and in numerous countries around the world. He is the founder of the PCI Webinars.