This May 2020 Teleworking Tip, part 2, offers advice for effective and productive teleconferences with emotionally upset customers, and when video is off. There are also suggestions on how to modulate the tone of your voice to convey information while avoiding misunderstandings.
To gain the knowledge contained in the Tip, please click on the link to the May 2020 Tip:
Teleworking Tip Voice Modulation and Tone for Settlement Conference p2 – May 2020 (PDF)