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Briefings Audio Conference
Conflict Resolution - Dealing with Really Difficult People
We all come in contact with some people who are difficult to get along with. They sap our energy, intrude on our personal progress and take up too much of our time.
There are two primary types of conflict. One is performance based. This type of situation is caused when a person's work performance is not meeting expectations. The second type is relationship based - the other person's behavior and personality clash with your preferred communication style.
Join us for a 90-minute audio conference as we discuss different types of conflict, behaviors that cause these situations, as well as different methods used to diffuse uncomfortable situations with difficult people.
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Learning Outcomes:
- Recognize what causes difficult behavior & why it is important to solve it
- Identify the two types of conflict
- Understand chronic behaviors that can compound conflict
- Identify personality styles (DISC) Director / Inspirer / Supporter / Critic
- Recognize the surprising paradox of difficult people as well as the 5 methods for dealing with them
- Identify methods used to reduce negativity and defuse difficult situations
- Address how to calm down angry & upset people
- List quick tips on handling: bullies, insulters, know-it-alls, yes people who never complete a task, quiet people, no people, whiners and manipulation.
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Continuing Education
This program has been approved for 1.5 recertification credit hour toward PHR and SPHR recertification through the Human Resource Certification Institute (HRCI). For more information about certification or recertification, please visit the HRCI homepage at www.hrci.org
This is a CEU presentation. Earn 0.15 CEU credits for attending. For a list of organizations accepting this CEU, please visit http://www.iacet.org
/resources/accept_
ceu.htm. For information on obtaining the CEU click here
This Program has been approved for 1.5 CM Continuing Education Credits. Please visit www.icpm.biz for more information.
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Who Should Attend?
- Who Should Attend?
- Managers
- Team Leaders
- Supervisors
- Employees
- HR Directors & Managers
- VPs, CEOs, CFOs
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Presented By
 Bruce Lee
President
Encore Seven Training Inc
Bruce Lee is President of Encore Seven Inc., founded in partnership with his wife Toni. Bruce’s mission is to assist organizations to improve their leadership performance, productivity, increase market share and enhance employee and customer satisfaction by becoming an Employer and Provider of Choice.
Bruce Lee is quickly gaining a national reputation for his entertaining and effective delivery on an impressive variety of keynotes and workshops on productivity, customer service and leadership.
Bruce's business background is extensive in dealing with both front line and senior management. From being senior management in the Visa credit card division of a bank, to marketing for a fully integrated oil company, to international executive recruiting and then and setting up and running his own 24/7/365 gas bar/convenience store. In the training industry full time for over 16 years, the past 6 years has focused on assisting health care clients from one end of the country to the other improve their patient and staff satisfaction scores to become an Employer and Provider of Choice.
Clients include: Association of Operating Room Nurses, Society for Healthcare Strategy and Market Development, Shell, Calgary Health Region, Weeneebayko Hospital, New England Pharmacy Services Collaborative, Laser Rejuvenation Clinics, Red Cross, Screen Test, Tom Baker Cancer Center, Chrysler, and California City Planners Institute.
Click Here to Order
CD Only - 199*
*All CD orders will be assessed a $20 Shipping & Handling Fee for CD and Conference Materials. A $25 CEU processing fee applies for all CEU requests
Questions About this AudioConference? Call 1-800-431-7571
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