Complete Guide To Dealing WIth Difficult, Angry, Aggressive And  Abusive Customers

Learn what to say, when to say it and stay stress free, safe, and professional under pressure

What Is Cooperative Communication?


Cooperative communication is a way of communicating that is much more likely to create the sense that the two people involved (let's say employee and angry customer) are working together -- on the same side. 

 

The term was defined by Robert Bacal, some years ago, in conjunction with a group of online experts on communication and listening. The result was the book: Conflict Prevention In The Workplace - Using Cooperative Communication.

 

The principles apply to almost any situation, and the idea is about prevention. Many conflict occur as a result of subtle things people say -- an incorrect phrasing, or poor choice of words.

 

The opposite of cooperative communication is confrontational communication.

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