Whether you're in investor relations, customer service or technical support you're often expected to dance through verbal minefields. Say the wrong thing and you may never recover. But how does one know what to say, what not to say, and how to avoid escalating hostilities when things become heated?
With mental and physical preparation you can handle the most difficult questions and questioners with ease and eloquence. Understanding some basic strategies can help you think on your feet, speak on your feet, and avoid putting your feet into your mouth. By understanding your responsibilities and options you'll be better able to handle difficult questions and difficult questioners with ease.
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