Niagara Wheatfield Central School District

Being calm during a conversation with an angry customer and knowing how to turn the conversation around in your favor takes emotional intelligence. A hand written thank you card can refresh a staff or customer’s spirit and lead to increases traffic for your business. Word choice matters. “What’s wrong with you? versus “What’s troubling you?” can send two different signals to a staff member who has a meltdown at work. People skills are everything, especially in the hospitality, healthcare, and in any small business. This class is a must for anyone running a small business. Preethi Fernando is the author of “Emotional Intelligence in Business and Marketing.” Visit preethifernando.com