

Addressing Complaints with Empathy to Foster Trust and Resolution
I’ve overseen the representation of traumatized clients in thousands of cases, and I’ve learned something that might surprise you: the institutional response to addressing complaints
I’ve overseen the representation of traumatized clients in thousands of cases, and I’ve learned something that might surprise you: the institutional response to addressing complaints
There was a time when the worst that could happen to an organization was a scandal on the nightly news. Picture an attorney alongside a
I’ve spent years helping organizations understand something that might seem counterintuitive: the best way to protect yourself from lawsuits isn’t to build higher walls or
The road to the whole truth is messy. The only certainty you can count on are competing narratives. I’ve overseen the representation of clients in
I’ve seen firsthand how transparency can transform an organization’s relationship with both employees and clients. When I was navigating my own experience at Harvard, the
No organization wants to deal with conflicts, injuries, and damage. No organization wants to devote untold hours and dollars to investigating and resolving such matters,
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