Mauro Ronci

Learnings on Customer Success and Leadership

Tag: communication

  • From Frustration to Solution: mastering conflict with “HEAR”

    From Frustration to Solution: mastering conflict with “HEAR”

    In a healthy work environment, facing conflicts with customers or colleagues is inevitable, but not necessary. Responding to their aggression, frustration, or passivity without actively seeking common ground never yields good results. I can guarantee this because I’ve made all the mistakes mentioned. That’s where the HEAR framework comes into play. It helps build a…