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How can Language Escalate or Reduce Emotion in a Situation?

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How can language escalate or reduce emotion in a situation as it pertains to the avoidance of creating dissatisfied customers and dealing with them? Also how can it help you to avoid creating them in the first place?

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Language is very important in the first place itself to avoid any conflict situations, and then to ameliorate the situation if a conflict has already occurred. It depends on the work ethic of the business entity, and over and above the work-related training and the ...

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