November 6, 2009; Baldwin-Wallace, Berea
March 18, 2010; Baldwin-Wallace East, Beachwood, Ohio
1 p.m. - 4 p.m.; $249;
Instructor: K. Karla Potetz
Have you reorganized your desk three times, sharpened every pencil, even pruned and watered your office plant (and it’s plastic) – all as a stall to having that difficult conversation? Whether it’s a customer who is not satisfied with their service or a team conflict that needs to be addressed, every leader faces these challenging moment. This course is designed to help you successfully negotiate those difficult interactions and seemingly impossible situations which if not handled effectively, can cause misery, frustration and ultimately affect performance. The course will provide practical guidance, skills and confidence to deal effectively with those difficult behaviors.
Learning Objectives:
- Identify words that are Negative and Positive “Triggers” in challenging conversations
- Get Others to “See it Your Way,” and the Value of “Seeing it Their Way”
- Learn and practice the Power of “I can” statements
- Practice techniques for how to put conflict on ice
Target Audience: Individuals and new leaders who are responsible for managing departments and leading teams
275 Eastland Rd.