Essential customer skills
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In summary, working with people can be complex. People don’t like change and often that is exactly what we are asking and expecting them to do with very little idea of how big the impact will be to them. A humanist psychologist called Carl Rogers came up with the concept of UPR, he proposed an “If…, then….” model and argued that if certain conditions are met, including the helper being genuine showing unconditional positive regard and empathy, and the person seeking help is aware of them, then the person will change beneficially. This is a great presentation created by my colleague https://twitter.com/Lauren_bromford and used in her sessions here at Bromford.
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