Dealing With Challenging People, Difficult Situations and Tough Conversations

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1 ONE DAY EVENT Learn simple and effective techniques that can be applied in every part of your life. Dealing with difficult people, challenging situations and tough conversations is one of the most demanding parts of people s professional and sometimes personal lives. Who Will Be There: Managers and Supervisors Team Leads Front Line Staff Sales Professionals and Managers Health Care Providers Human Resource Professionals Anyone working within a team or department Everyone who depends on daily communication with others CALL FAX MAIL MTCC Suite 175 Mississauga, ON L5N 2V7 ONLINE Find us on Facebook Follow us

2 REGISTRATION This workshop relies heavily on the latest psychological research and will give you easy-to-use formulas to apply immediately and explore the main techniques to use during conversations and situations we would rather avoid but can t. Knowing what to say, how to say it and how to hear the response is not a trivial task. This program is incredibly effective for anyone who has ever wondered if he or she could have done better in a previous conversation, situation or dealing with another human being. By the end of this course you will be able to: Control your emotions and use the right mental attitude when confronting others to diffuse any situation Use the proper response style when dealing with others Create constructive conversations by staying focused and in control Select the right conflict resolution style for maximum results Respond to situation instead of reacting to it with emotion Properly identify the difficult people you are dealing with and match them with a proper response Keep focus on what matters the most and direct conversation flow Understand others behaviours and yours and what makes each tick Understand how to use the powers of emotions to your benefit Do you feel tired and emotionally drained after you speak to a particular person? Do you wish you could control your emotions? Do you feel like difficult people see a target on you and they unleash their fury on you whenever it suits them? Have you found that no matter how hard you try to get along with this one person you just can t? There is always one in the crowd and oh boy do you have that One. Do you want to know how to get the one on side or at least not as interruptive to the team? Do you have well intentions and somehow end up in conflict or dealing with aggressive behaviour? Register Today!

3 Benefits to Attending How to deal with conflicts, physically and emotionally Discover the 4 responding styles, when to use them and where to avoid using them How to listen non-emotionally and avoid unpredictable reactions to your comments How to engage in a conversation and show that you understand and care How to stay on point, in the moment and avoid drifting away How to ask good questions at the right time based on who you are asking and where you are What non-verbal signals to watch out for What are the top 3 conflict resolution styles and how to sequence them so for greatest results How to use the 5-Step Guide to Confrontations Professional, Knowledge, Experience Experienced faculty use real world experience, proven adult learning techniques and results driven curriculum. Learn industry best practices as you learn alongside other professionals and develop valuable resources through networking. Focused Training Solutions Adapt, Customize, Create Training Your Way! Because your goals, your organization and your people are unique, we bring our distinctive training to you. We help develop your people and build your organization through high impact training while stretching your training dollars. Adapt one of our current foundation or advanced programs to fit your existing needs. Customize your training day with a pairing of multiple foundation or advanced programs to cover multiple topics and skill sets. Create a unique program that it is specific to your culture, budget and desired outcomes. All three options are designed to give you a return on your investment with measurable results and backed by our 100% Satisfaction Guarantee. Call our training consultants today for more information. Registration Information Enroll Today! Guarantee your enrollment and pay your enrollment fee today. A confirmation will be ed, faxed or mailed to you once your registration is completed. Please make your preference known at the time of registration. Payment is due prior to the workshop Program Schedule Check-in: 8:30am 9:00am Workshop: 9:00am 4:00pm Cancellations and Substitutions You may cancel your registration up to 10 business days before the workshop. Your registration will be refunded less a cancellation fee. If you need to cancel less than 10 business days prior to the workshop, you may 1) send a substitute from your organization or 2) transfer your registration fee to another program of your choice that is scheduled within12 months of your original event. Please note that if you don t cancel and don t attend you are still responsible for payment. Substitutions may be made at any time. Please Note We will , fax, or mail your confirmation to you once your registration is complete. You will be notified by , fax and/or mail if any changes are made to your scheduled workshop. Lunch and parking expenses are not included. REGISTER TODAY! or

4 Enroll Now! CALL Registration Information (Please note if you ve registered by phone and paid with a credit card, it s not necessary to return this form.) FAX Mr. / Ms. Title Workshop # Mr. / Ms. Title Workshop # MAIL Meadowvale Town Centre Circle Suite 175 Mississauga, ON L5N 2V7 Organization Address City, Province, Postal Code Approving Manager s Name ONLINE Title Telephone Ext. Fax Professional Development at your fingertips! Career Concept s FREE newsletter get it today! Access to our latest updates, upcoming courses and special discounts. Something for everyone in your organization. Subscribe today at. Payment Information Confirming Phone Registration # Cheque enclosed payable to Career Concepts Cheque # Cheque Amount $ Charge to : Mastercard Visa Card Number CVV Expiration Date Signature Do you want to know the secrets to dealing with difficult people in your workplace and life?

5 ONE DAY EVENT Learn simple and effective techniques that can be applied in every part of your life. Dealing with difficult people, challenging situations and tough conversations is one of the most demanding parts of people s professional and sometimes personal lives Meadowvale Town Centre Circle Suite 175 Mississauga, Ontario L5N 2V7