Handling situations

Handling Situations

PHRASES FOR SPECIFIC SITUATIONS

CLARIFICATION

I WANT TO MAKE SURE I UNDERSTAND YOU'RE SAYING THAT.... COULD YOU ELABORATE A BIT MORE, PLEASE? COULD YOU ADD MORE INFORMATION?

Could you please repeat that?Could you please clarify what you meant by that?

Comunicação clara

RESOLUÇÃO EFICAZ

SO IF UNDERSTAND CORRECTLY, YOU NEED...YOU ARE LOOKING FOR... YOU NEED TO... YOU'RE TRYING TO TO RECAP, YOU NEED TO...

Choice of words is important

I apologise for this misunderstanding.I see where the confusion came from. Thank you for bringing this to my attention. I apologise for the mistake or for the mix-up. I apologise for the confusion or the misunderstanding. I apologise that my colleague didn't explain that

FINDING SOLUTIONS

sound collaborative

• Let's find a solution for you
• I will look into that right away
• Here's what we can do to resolve this issue
• I understand this situation has been difficult.
• I know this has been frustrating. Let's move on.
• Let's correct this.

Empatia / Compreensão

Sorry this happened.Let's solve this together. Thank you for bringing this up. I'll do my best to assist you. I understand your concern.

You actually care about them

• I appreciate your patience
• I'm sorry for this
• I apologise for this confusion
• Please let me rectify
• Sorry, for your missinformation
• We'll take care of you right away
• Please come to my desk.

Tratar de queixas

De-escalate

REGRETTABLY WE CAN'T FULFILL YOUR REQUEST RIGHT NOW, BECAUSE....

I'M TRYING TO HELP BUT YOUR MANNERS AREN'T HELPING

i'M TRYING TO HELP, BUT IF YOU KEEP SCREAMING AND SWEARING, I MUST ASK TO COME BACK LATER.

Some more Small talk

What do you love about your job/this event/this city?What's the best thing that's happened to you today? It’s raining really hard outside right now. Nice day outside, isn't it? Did you hear about [current events]? How are things? Good for you! Good for you! You lost your job! Ah, that's terrible! I'm so sorry to hear that! Have you been waiting long? What brings you here?

THE END

Synthesis and organization, the pillars for presenting

Step 1

We are visual beings. We are capable of understanding images from millions of years ago, even fromother cultures.

Step 2

We tell thousands and thousands of stories. ⅔ of our conversations are stories.

Step 3

We need to interact with each other. We learn collaboratively.

Text + icons

While you shouldn't overuse bulletpoints, icons and diagrams can be great allies when telling stories.

Generate experiences with your content

Measure resultsand experiment

Activate and amazeyour audience

Make your audience remember the message.

It has a WOW effect.Very WOW.

Audio

Your content capturesif it's interactive

Inserted content

Social network

Music

Map

Interactive question

Pregunta interactiva

Interactive question

Interactive question

Conclusions

Describe the problem you solve and,above all, the reason why your ideais interesting

An awesome presentation...

• Clear and structured
• Tells hierarchical stories
• Matches your audience
• Adapts fonts and color to the theme
• Includes images and entertains
• Represents data with graphics
• Uses timelines
• Is animated and interactive
• Excites the brain
• Does not overuse bullet points 🙃​

Remember to publish!

Write a cool farewell for your audience

Do you have an idea?

With Genially templates, you can include visual resources to leave your audience speechless. You can also highlight a specific phrase or data that will be etched in the memory of your audience and even embed external content that surprises: videos, photos, audios... Whatever you want! Need more reasons to create dynamic content? Well: 90% of the information we assimilate comes to us through sight, and we retain 42% more information when the content is in motion.

Did you know...

The window allows you to add broader content. You can enhance your genially by incorporating PDFs, videos, text... The content of the window will appear when you click on the interactive element.

With this function...

You can add additional content that excites your audience's brain: videos, images, links, interactivity... Whatever you want!

Do you have an idea?

With Genially templates, you can include visual resources to leave your audience speechless. You can also highlight a specific phrase or fact that will be etched in your audience's memory, or even embed external content that surprises: videos, photos, audios... Whatever you like! Need more reasons to create dynamic content? Well, 90% of the information we assimilate comes through our sight, and we retain 42% more information when the content is in motion.

Do you have an idea?

With Genially templates, you can include visual resources to leave your audience in awe. You can also highlight a specific phrase or data that will be etched into the memory of your audience, and even embed external content that surprises: videos, photos, audios... Whatever you want! Need more reasons to create dynamic content? Well, 90% of the information we assimilate comes through sight, and we retain 42% more information when the content is in motion.

Do you have an idea?

With Genially templates, you can include visual resources to leave your audience speechless. You can also highlight a specific phrase or datum that stays etched in your audience's memory, and even embed external content that surprises: videos, photos, audios... Whatever you want! Need more reasons to create dynamic content? Well: 90% of the information we assimilate comes through sight, and we retain 42% more information when the content moves.

Do you have an idea?

With Genially templates, you can include visual resources to leave your audience speechless. You can also highlight specific phrases or data that will stay ingrained in the memory of your audience and even embed external content that surprises: videos, photos, audios... Whatever you want! Need more reasons to create dynamic content? Well: 90% of the information we assimilate comes through our sight, and we retain 42% more information when the content moves.

Do you have an idea?

With Genially templates, you can include visual resources to leave your audience speechless. You can also highlight specific phrases or data that will be etched into your audience's memory, and even embed external content that surprises: videos, photos, audios... Whatever you want! Need more reasons to create dynamic content? Well: 90% of the information we assimilate comes through our vision, and we retain 42% more information when the content is moving.

Did you know that...

The window allows you to add more extensive content. You can enhance your genially by incorporating PDFs, videos, text... The content of the window will appear when you click on the interactive element.

Do you have an idea?

With Genially templates, you can include visual resources to leave your audience speechless. You can also highlight a specific phrase or fact that will be etched in the memory of your audience and even embed external content that surprises: videos, photos, audios... Whatever you want! Do you need more reasons to create dynamic content? Well: 90% of the information we assimilate comes to us through sight and, in addition, we retain 42% more information when the content moves.