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How to Handle Conflict and Escalations Before They Turn Legal

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Dana Robinson

38:00

185 View
  • 01 - Overview.mp4
    00:45
  • 01 - What happens if it turns legal.mp4
    01:08
  • 02 - Anxiety and the emotional state of conflict.mp4
    02:41
  • 03 - How to regulate someone who is activated.mp4
    02:09
  • 04 - What is negotiation.mp4
    01:44
  • 01 - Set the stage.mp4
    01:19
  • 02 - Let the other person be heard.mp4
    02:12
  • 03 - Take ownership.mp4
    01:43
  • 01 - Fact-finding helps take the other person out of their emotional state.mp4
    02:09
  • 02 - Gather facts with nonjudgmental questions.mp4
    01:35
  • 03 - Dont argue.mp4
    02:06
  • 01 - Whats the ideal resolution Ask the customer.mp4
    04:23
  • 02 - Is the escalation complete.mp4
    02:27
  • 03 - What happens if the escalation isnt settled.mp4
    03:42
  • 04 - You cant win every time.mp4
    01:58
  • 01 - Think of yourself as an escalation professional.mp4
    01:43
  • 02 - Prepare your own mind and body.mp4
    01:42
  • 03 - Body language.mp4
    01:18
  • 01 - Keep working on you.mp4
    01:16
  • Description


    Did you know you have the power to fix customer service problems before they ever stand the chance of turning legal? In this course, join instructor Dana Robinson and explore the essential skills of satisfying, delighting, and retaining your clients and customers following the principles of escalation management.

    From top executives to operational managers, front-line employees, and customer service representatives, your business requires you to address customer grievances every day, so why not build resolutions into your business process? Get tips from Dana on dealing with conflict before it turns legal, saving you the time, money, labor, and emotional friction that can result from unhappy clients and customers. Along the way, learn how to deactivate emotionally charged clients to move through complex, multilayered de-escalations. By the end of this course, you’ll be ready to start asking the right questions and listening actively to resolve customer complaints.

    Note: This course was created by Dana Robinson. We are pleased to host this content in our library.

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    Dana Robinson
    Dana Robinson
    Instructor's Courses
    Dana Robinson is an entrepreneur, educator and author. He is co-host of the Opt Out Life podcast, and author of the books "Opt Out. Rethink Success. Reinvent Rich. Realize the Life You Want." with a forward by Michael E. Gerber and an endorsement from Brian Tracy, and "Gig Out. Finding Your Side Hustle in the Gig Economy." with a forward by Wallet Hacks founder Jim Wang. Dana has spent the past 30 years in diverse roles as an attorney, investor, startup entrepreneur, angel investor, investment banker and operator. Using the lessons of his failures, base hits and home runs, Dana brings his business lessons to the next generation through teaching and mentorship. He is a Linkedin Learning instructor with courses on business, entrepreneurship, networking and law. https://www.linkedin.com/learning/instructors/dana-robinson Dana was a founding partner of US IP Attorneys and TechLaw, LLP, where his practice focused on trademark prosecution and licensing, copyrights, and business transactions. Previously, Dana worked at the Las Vegas intellectual property firm Quirk & Tratos (now Greenberg Traurig). Since 2010, he has been adjunct faculty at University of San Diego School of Law, where he headed up the IP Law Externship, and now teaches trademark law at California Western School of Law, where he has been the Director of the USPTO Trademark Clinic. Dana’s contribution to the profession includes publishing "Trademark Prosecution, a Casebook and Practice Guide" (Lawcarta, 2021). Dana cofounded Esquivel Designs, LLC (shoes), Modern Cooperage (wine barrels), and eChristian, Inc. (audio publishing), which was sold to Shamrock Capital in 2016, and recapped to KKR in 2020. Dana has spent the past 30 years as an entrepreneur and real estate investor. Dana spent nearly two years as a general manager with Goettl, a fast growing HVAC and plumbing company that was acquired by Cortec in 2021. In addition to intellectual property, Dana has a broad background of business and corporate law, including M&A, corporate transactions, licensing, and early stage corporate organization and private offerings. Dana has acquired and turned-around several businesses, and been an active angel investor and advisor to start-ups. Dana held a FINRA Series 79 and spent a season as an investment banker. Dana received a bachelor's degree from Life Pacific College, an M.A. at Azusa Pacific University and a J.D., cum laude, from the University of San Diego School of Law. He is admitted to practice in Nevada and California. Dana has been a member of non-profit and for-profit boards.
    LinkedIn Learning is an American online learning provider. It provides video courses taught by industry experts in software, creative, and business skills. It is a subsidiary of LinkedIn. All the courses on LinkedIn fall into four categories: Business, Creative, Technology and Certifications. It was founded in 1995 by Lynda Weinman as Lynda.com before being acquired by LinkedIn in 2015. Microsoft acquired LinkedIn in December 2016.
    • language english
    • Training sessions 19
    • duration 38:00
    • English subtitles has
    • Release Date 2023/07/02