Karen Shaper, M.A. teaches audiences how to actively listen, empathize, and effectively communicate in the most sensitive of situations. This presentation is full of takeaways that will last a lifetime. The delivery is fun-spirited and practical. This goes beyond communication basics and delves into sensitive situations many of us have experienced first hand with angry and emotional customers. Sample of Takeaways: • Using “I” vs. “You” language – saying the right thing to get the results you want. • Listening – Making everyone feel like they are the most import person. • Body Language – make sure your body language matches what you are saying With over 25 years in hospital customer service at the University of Michigan Health System and over eight years as a college level teacher and trainer for United Association (UA) of Plumbers and Pipefitters Karen has refined her presentation and takeaways across a variety of audiences and can customize to resonate with your organization’s particular needs. For availability and speaking fees contact Karen by using the “check availability” tool or call 734-846-3118.