2016 Emotional Intelligence Negotiation Profitability 
Red Star Kim
NOVEMBER 1, 2023
78% Revenue/profit 78% Pitches/tenders 56% Additional revenue from existing clients 56% Referrals and recommendations 33% New clients/transactions 22% New leads, enquiries or opportunities generated How familiar are you with the concept of the DMU?
Zendesk
JANUARY 19, 2021
“Conflict brings out truth, creativity, and resolution,” wrote veteran hostage negotiator and conflict management expert Chris Voss in his 2016 book, Never Split the Difference: Negotiating as if Your Life Depended on It. Both the manager and agent should show empathy and use negotiation tactics to resolve the issue.
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