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.

Learning Objectives:

• 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.

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.

Who Would Benefit from this Program

• Managers
• Directors
• Executives
• Supervisors

Product Options:

• Audio Conference CD Only: $229.00
• Audio Conference with Communication Briefings Newsletter: $300.00 (includes S & H)

Communication Briefings is a monthly newsletter that provides subscribers with down-to-earth communication ideas and techniques they can put into action to persuade clients, influence peers and motivate employees. The advice offered in each issue will help readers earn approval, command respect, spur productivity, gain recognition and win public support.

If you have problems registering online, or have any questions, please call our customer service department
at 1-800-431-7571.

Length: 1 hour 30 minutes