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Upcoming League Events

 

Webinar: How to Handle Difficult Members: Effectively Dealing with Intimidation, Negativity & Anger

 

 

Thursday, June 12, 2014

2:00 - 3:30 pm CST

 

Speaker: Mary White, WTC Performanc Group

 

About the Program

Dealing with members who try to get their way through the use of intimidation, negativity, or anger can be downright exhausting! It’s difficult to not get upset when people behave like this. Unfortunately, being upset adversely impacts service, productivity, and quality. Learn and put into action the “5 Steps to Not Get Hooked” model when dealing with these situations. Learn essential techniques to control your communication while understanding your own “hooks.” Once you’ve mastered these techniques, you’ll be equipped to successfully manage interactions with difficult members.

 

HIGHLIGHTS

  • The “5 Steps to Not Get Hooked” model
  • Different aspects of negative emotions and the balancing act the brain does
  • Essential communication techniques to stay in control of situations where intimidation, negativity, or anger are demonstrated
  • Understand your own “hooks” and identify actions you may be demonstrating that do not help resolve the situation
  • Strategies to enlist help if the situation can’t be defused
  • How to be more effective with challenging co-workers


Related Files
Printable Brochure (Adobe PDF File)

Related Links
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