Handling Emotionally Charged Business Partners

Monday 1:15 – 2:15 PM

Session Description

Studies indicate that empathy is not therapy, it’s a skill. And, we assert a productive and profitable one. This presentation will provide insight and practical applications in dealing with challenging and emotionally charged interactions. The workshop provides a model for handling these situations in a way that strengthens relationships and decreases employee stress. According to Booz & Company, “it is by putting empathy into action that great service organizations distinguish themselves from lackluster ones.” Research shows there’s an impressive relational and financial return from emotionally engagement skills including empathetic listening.


Thomas Larkin, MA

Tom is a communications specialist with over twenty-five years of experience as a consultant, facilitator and business owner. He is a president and chief executive officer of Communico Ltd. Tom’s focus is on helping organizations build and sustain exceptional service cultures. Some of the clients he has worked with include EMC, DuPont, JPMorgan Chase, and the New York Stock Exchange. He is the coauthor of How to Talk to Customers: published by Jossey-Bass/Wiley & Sons. Tom has a BA in Communication and an MA in Counseling and Industrial Psychology. He’s on the faculty at Fairfield University in the Communications Department.

Gregg Barratt