Bless their hearts: The TRUST³ Framework for confrontation скачать в хорошем качестве

Bless their hearts: The TRUST³ Framework for confrontation

Bless Their Hearts: How to Handle the Most Objectionable People--Learn the TRUST³ Framework for conflict “I’ve been yelled at for a living for almost 30 years. There is no name you can call me that I haven't been called before.” In this session, Lara Klick (founder of Klick Advisors) dives deep into the "in-the-trenches" reality of conflict resolution. Whether you are dealing with a screaming customer, a struggling employee, or a neighbor who just won't quit, Lara introduces her proprietary TRUST³ Framework to help you move from transactional "Service Recovery" to relational "Trust Recovery." Born south of the Mason-Dixon, Lara uses the ultimate "vulnerable expert" tool—the phrase “Bless their hearts”—to frame a conversation about maintaining control when situations feel out of control. In this video, you will learn: • Service Recovery vs. Trust Recovery: Why fixing the relationship is more important than fixing the "thing." • The STATE Model: How to build expectations from day one to avoid chaos. • The CARING Model: How to set limits early and often with empathy. • The TELL Model: How to handle dangerous, destructive, or "zero-to-60" escalations with radical honesty. • Safety First: Critical tactics for physical and emotional safety during high-intensity confrontations. If you struggle with #anger, #confrontation, #customerservice, #conflictresolution or #settinglimits this video is for you. ________________________________________ Timestamps: • 0:00 – Bless Their Hearts: An Introduction • 0:35 – Why "Service Recovery" is a Disservice • 2:42 – Systems vs. People: Setting Your Team Up for Success • 5:15 – The STATE Model (Expectation Building) • 09:46 – Real-World Example: Managing "Nancy" • 11:48 – The CARING Model (Limit Setting) • 15:29 – Real-World Examples: “Nancy” missed the deadline and “Mrs. Jones” is crashing out • 20:36 – First Rule of TELL: Stay Safe • 28:05 - The TELL Model (Hard Accountability) • 29:03 – Real-World Examples: “Nancy”, “Mrs. Jones” and “Karen” • 32:31 – Final Thoughts: Kindness vs. Being "Nice" ________________________________________ Connect with Lara & Klick Advisors: • Website: www.klickadvisors.com • LinkedIn: likedin.com/in/lara-klick • Newsletter: Sign up for more insights at https://substack.com/@laraklick What is your "point of anger"? Do you get loud, or do you get quiet? Let us know in the comments, and tell us which model you're going to try first!