#9 Breaking Bad News
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#9 Breaking Bad News
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A proposito di questo titolo
Jump into the importance of being skilled at breaking bad news, and how it impacts us and our clients. We look at a framework and set of principles for breaking bad news and I run through a case example that I had last week to demonstrate these principles at work. The rundown: - The AMAZING impact we can have if we're skilled enough
- The SPIKES model and why I don't use it - Prepare yourself
- Prepare your client - Have direct and digestible communication
- Empathise
- Getting defensive and justifying your actions when things go wrong
- A real case example
- Main points
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