Transform crisis into an opportunity with Scott Harvey (Part 1)

How can you turn a crisis into an opportunity and rebuild trust?  Join us for another episode of the Art & Science of Difficult Conversations, where we had a conversation with Scott Harvey, who has 20 years of experience in law enforcement as a Hostage Negotiator.    Key takeaways:  Crisis can be an opportunity to rebuild trust. Prevention is key in communication to avoid crises. Silence in leadership can communicate apathy. Building rapport is essential for effective communication. The service recovery paradox shows that resolving issues can enhance satisfaction. Emotions can hinder logical thinking during conversations. Calming techniques can help manage anxiety before difficult conversations. Anticipation of difficult conversations is often worse than the reality. Collaborative problem-solving leads to better outcomes. Open communication fosters a positive organizational culture. And don't miss part two of this interview that goes live next week, where we roleplay some difficult scenarios for you!  About Scott:  With 20 years of experience in law enforcement as a Hostage Negotiator and over18 years as a business owner, Scott Harvey has a deep understanding of whatdrives success. His career has included roles as a sergeant supervising officers,teaching thousands of D.A.R.E. classes, and delivering keynote speeches tohundreds of thousands of people. Scott's extensive experience has refined hisability to impart leadership skills, which he shares on dozens of stages each year.In 2023, Scott distilled his decades of communication expertise into his book,Silence Kills, which has already sold thousands of copies. As a business coach, Scott engages directly with entrepreneurs and leaders,challenging them to grow their businesses while maintaining balance in theirpersonal lives and health. His unique style of personalized motivation continues tomake a significant impact both on and off stage. Scott’s wife of over 27 years and their two grown daughters keep him groundedand inspired, providing real-life insights as he navigates the roles of husband,father, and entrepreneur.  Contact Scott Harvey:  https://speakingofharvey.com/ https://www.linkedin.com/in/speakerscottharvey/  https://www.facebook.com/speakerscottharvey  https://www.youtube.com/@SpeakingOfHarvey  https://www.instagram.com/speakingofharvey  Contact us: Email – [email protected] – www.linkedin.com/in/chriswonglmhcLucie – www.linkedin.com/in/lucietesarova