This episode of Stepping Up Service focuses on getting employees not to fear confrontations when they have bad news to share. Alan and Ed address the benefits of being proactive when you have to share bad news with a co-worker or a customer. They also discuss keys to setting up those conversations so they’re bigger on solutions than on emotions. And along the way, they make an extraordinary number of references to college basketball.

Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at www.cssamerica.com.

Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at www.thejacksongroup.com.