Having a plan & knowing your goal
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RECORDING - Prejudice: How to respond to prejudicial comments from customers
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Introduction
What the research says about predjudice
Having a plan & knowing your goal
Six core tools to respond to predjudice
Additional tools to respond to prejudice
"Peanut butter openers" and how to use them
Using your response to send a message
How to reduce a person's bias
Other considerations and wrap up
Prejudice Workbook.pdf
Prejudice Certificate.pdf