FEATURE 1
Five Quick Techniques for Eliminating Trouble and Errors
Keeping problems to a minimum: Speaking skills that allow angry people to let
off steam
Instead of a smile: Learn how to make an apologetic face
Trouble can present opportunities: How to make effective use of your boss
Scary, pesky, and insidious customers: How to deal with customers who lodge vicious
complaints
Problematic employees who cause difficulty in a company: How to defend yourself
Interview with Toru Kamikawa (World Cup Referee): The magic formula for preventing
a confused fight
- “There are ways to prevent and respond to trouble”
Case 1: Yasujiro Ichiki (Yanase & Co. Ltd.)
- Identifying the demands of customers
Case 2: Masunori Tsubaki (Hotel New Otani)
- Treating customers’ complaints thoroughly
Case 3: Yasuyo Fukui (Navit Co. Ltd.)
- Turning into helpers those customers who file complaints
Case 4: Takeo Isaji (The Goodwill Group, Inc.)
- Don't blame other people for your troubles
Case 5: Akira Takata (Japanet Takata Co., Ltd.)
- Don't run away from mistakes
- You must know the difference between confidence and overconfidence
Everyone Can Learn from Trouble – From “My Letter of Apology”
Cardinal Rule 1: Eliminating your boss’s and your own problematic behavior
- Being able to understand each other too easily is an unhealthy situation
Cardinal Rule 2: You can protect yourself and your company by keeping client’s
damage to a minimum
- You can turn a disadvantageous situation to your advantage through effective
negotiation
Cardinal Rule 3: Don't keep problems to yourself
- Reporting and consulting are the best methods for protecting yourself |
