EMOTIONALLY CHARGED HOW TO HANDLE SITUATIONS IN THE WORKPLACE

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Eleanor Bethanie Hancock
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HOW TO HANDLE EMOTIONALLY CHARGED SITUATIONS IN THE WORKPLACE WE RE COMING TO YOUR AREA A skill-building communication workshop to help you remain cool under pressure and smoothly resolve tense

1 HOW TO HANDLE EMOTIONALLY CHARGED SITUATIONS IN THE WORKPLACE WE RE COMING TO YOUR AREA A skill-building communication workshop to help you remain cool under pressure and smoothly resolve tense situations every time Unexpected confrontations High-strung co-workers Unhappy customers Difficult employees Negotiation stalemates Hot-button conversations To enroll, call toll-free , online at SkillPath Seminars

2 Learn the powerful problem-solving communication skills you need to succeed! Have you ever had to deliver bad news that you knew would set the person off or been unexpectedly confronted by an angry co-worker during a meeting in front of your boss? The truth is, difficult and emotional situations pop up daily in the workplace, and you have to navigate them with diplomacy and tact. When your reputation hangs on saying the right thing every time, don t take a chance that your words or actions will make things worse. This unique seminar gives you the key self-awareness and communication skills you need to be able to control your emotions and respond professionally during even the most chaotic incidents. It doesn t matter who you are eventually you ll face a difficult situation or have an emotionally charged conversation with someone at work. This interactive workshop will teach you the must-have skills to: Share bad or unexpected news without adding fuel to the fire Reduce anxiety by tempering the emotions involved Eliminate conflict and build stronger work relationships Allow you to think, speak and communicate better under pressure And much more! Instead of avoiding emotional situations embrace them Most people prefer to avoid things they believe are going to be bad or emotionally messy because conflict generally makes everyone uncomfortable. But sometimes you just can t put things off. At this workshop, you ll learn the kinds of communication skills that will dramatically reduce the stress for everyone involved, especially your own. So what are you waiting for? Enroll today and put an end to the anxiety and frustration that runaway emotions bring to your life. Get more control now! 5 BENEFITS OF ATTENDING 1. Be more productive spend less time in conflict with others and more time doing your job Draw upon an inner strength you didn t even know you had with the communication skills you ll learn here skills that you can use in all areas of your life and career. Don t miss out! To enroll, call toll-free , online at On-site training and keynote speaking We can deliver this workshop right to your company s door or provide customized, you-pick-the-day training on any program pertinent to your organization s training goals. Or let our staff of professional trainers add sparkle to your next corporate or association meeting with a stimulating keynote speech designed just for you. Whether you have 3 or 300 people to train, SkillPath is the answer. For complete details and a no-obligation quote, call and ask for the on-site training department. 2. Increase job satisfaction when you re less stressed, you re a happier person at work 3. Build stronger work relationships your ability to communicate professionally makes you an ideal peer and co-worker 4. Become a problem solver problem solvers are wanted in every organization; become known as one, and the sky s the limit for your career 5. Be in the know communication goes up and down the corporate ladder, and if you show you ve mastered it, you ll become a trusted resource to your higher-ups

Are you 100 percent sure that you have the communication skills to successfully navigate every situation? How would you handle these difficult, emotional and all-too-common circumstances?

3 Communicating with empathy, tact, discretion and clarity during difficult times transforms the way others perceive you. When you show true professionalism in the way you communicate with others during tough situations, everyone notices. Your credibility and reputation will skyrocket. Are you 100 percent sure that you have the communication skills to successfully navigate every situation? How would you handle these difficult, emotional and all-too-common circumstances? SCENARIO #1 SCENARIO #2 SCENARIO #3 SCENARIO #4 You re part of a team developing a work proposal. The alpha dog in the group demands to give the big presentation to upper management. She s unprepared, and the executive board is visibly unimpressed, so you just watched five months of hard work go up in smoke. When she returns to the group and asks for feedback, what do you say? You ve just been promoted to supervisor, and 30 days into your new role, you have to let a popular employee go because her work has declined to the point of no return. When the employee walks into the conference room with you and the representative from HR, she bursts into tears at first, but then goes ballistic. How do you handle this? A co-worker continually rants about politics, and his views often oppose yours. You try your best to steer clear of any political talk, but on this day, he s completely off the deep end, and he hits every one of your emotional buttons. How do you keep your cool and get him to stop the political talk at work once and for all? The supervisor of the customer service desk asks you if you can watch the fort for a few minutes while she takes care of a personal emergency. The moment she disappears around the corner, a customer comes into your store and is way past angry about something that happened with his order. You re afraid that he s on the brink of becoming violent. What do you say to him? So did you have to hesitate for even five seconds to think about what you would do? In the real world, you may not have five seconds to think about it. This training will help you stay cool, calm and collected automatically and in every situation. These aren t just business skills they re life skills. Don t wait until after you ve blown your response to an emotional situation enroll today! Your satisfaction guaranteed! Your complete satisfaction is important to us. If you re dissatisfied for any reason, let us know right away we ll issue you a refund or arrange for you to attend another SkillPath program. It s that simple. STAR12 All-access For one low annual fee, STAR12 subscribers get UNLIMITED seminar and Webinar attendance + 24/7 access to online training and professional learning tools. Boosting your professional growth has never been easier and the value is unbeatable! Corporate pricing available. Sign up today at skillpath.com/star12 or call WHO CAN USE THIS CRITICAL TRAINING? This program is designed for anyone, regardless of job title, who wants to improve their ability to confidently communicate under pressure... reduce conflict and stress for all parties involved... and build stronger, more positive working relationships.

WORKSHOP AGENDA Manage Emotions Understand the positive and negative effects of emotions in the workplace Change how you respond, even when your mind doesn t want to Respond proactively and reduce

that destroy relationships and your credibility Communicate More Effectively When arguments are directed at you: Tips for handling confrontation or criticism without getting defensive or upset Avoid

way that lowers emotions and makes way for constructive progress Get past the emotion and to the real issues to define the problem Express your emotions and dissatisfaction appropriately The 3 Cs of

4 WORKSHOP AGENDA Manage Emotions Understand the positive and negative effects of emotions in the workplace Change how you respond, even when your mind doesn t want to Respond proactively and reduce even eliminate stressful situations How to neutralize paralyzing emotions Techniques that will help you calm down quickly, keep a clear head and respond more effectively Avoid emotional overreactions that destroy relationships and your credibility Communicate More Effectively When arguments are directed at you: Tips for handling confrontation or criticism without getting defensive or upset Avoid conflict-escalating actions and words that can turn minor differences into major obstacles Confidently Deal With Anger and the Negative Emotions of Others Respond to outbursts and fits of anger in a way that lowers emotions and makes way for constructive progress Get past the emotion and to the real issues to define the problem Express your emotions and dissatisfaction appropriately The 3 Cs of conflict communication: Act with the goal in mind The lost art of anger management: An easy-to-use, 4-stage anger response Keys to direct and indirect communication and some habits you may want to break Respond to the negative emotions of co-workers without letting them pull you down Communicate more effectively under pressure Boundary statements: How to use them when dealing with a difficult or angry person Use the right words in emotionally charged situations words that help an angry person feel more in control Take the focus away from being right and see how it makes you more effective Active listening skills guaranteed to give you the upper hand Get your point across without losing control Manage Situations of Conflict and Confrontation Constructive conflict: How to use conflict as a tool for positive change Understand the 4 causes of conflict and how to defuse them 10 conflict resolution skills everyone should know Overcome the fear of confrontation When confrontation is absolutely necessary and how to do it constructively Use crisis management when someone s anger threatens to turn into violence Navigate Personality Clashes and Interpersonal Differences Understand how different personality styles drive emotional responses What to do when personality differences get in the way and create unnecessary stress How-to s for dealing with backstabbing, gossip and resentment Principles for maintaining positive relationships during disagreements Avoid setting up a win-lose situation and the defensiveness it triggers Know the critical rules of interpersonal problem solving that will keep you on track Turn arguments into fact-gathering, relationship-building opportunities

Successfully Handle Fear, Uncertainty and Other Stressful Situations Discover the critical keys to making sound decisions, even under intense pressure Feel calm and in control when emotions run high

5 PROGRAM HOURS: 9:00 a.m. to 4:00 p.m. Successfully Handle Fear, Uncertainty and Other Stressful Situations Discover the critical keys to making sound decisions, even under intense pressure Feel calm and in control when emotions run high Be flexible and adapt to changes in the workplace that bring uncertainty and stress Handle emotional situations including sadness and grief Handle the pressures of workloads, deadlines and high expectations Stop self-destructive behaviors that create unnecessary stress IT S EASY TO ENROLL Online: By Phone: By By Mail or Fax: Enroll online at enroll@skillpath.com Please include: Name and mailing address, session you wish to attend, your VIP number as it appears on your mailing label, approving manager and billing information SkillPath Seminars P.O. Box Kansas City, MO FAX: Continuing Education Credit: SkillPath offers Continuing Education Credits based on program length and completion in accordance with the National Task Force for Continuing Education guidelines for attendance at our seminars (save this brochure and your Certificate of Attendance). Our courses may also qualify for other continuing education credits based on the content and specific credit hours awarded for each topic. Please contact your professional licensing board or organization to verify specific requirements. You may also contact us at for additional assistance. This course qualifies for 6 contact hours. Cancellations and substitutions. Cancellations received up to five working days before the seminar are refundable, minus a $10 registration service charge. After that, cancellations are subject to the entire seminar fee, which you may apply toward a future seminar. 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. SkillPath

6900 Squibb Road P.O. Box 2768 Mission, KS 66201-2768 a division of the Graceland College Center for Professional Development and Lifelong Learning, Inc. NONPROFIT ORG. U.S. POSTAGE PAID Graceland College Center for Professional Development and Lifelong Learning, Inc.

6 6900 Squibb Road P.O. Box 2768 Mission, KS a division of the Graceland College Center for Professional Development and Lifelong Learning, Inc. NONPROFIT ORG. U.S. POSTAGE PAID Graceland College Center for Professional Development and Lifelong Learning, Inc. Time-Sensitive Material DECS #08171 A Printed in the USA HOW TO HANDLE EMOTIONALLY CHARGED SITUATIONS IN THE WORKPLACE To enroll, call toll-free , online at SkillPath Seminars

ACCOUNTABILITY How to create a culture of integrity and personal responsibility

IMPROVING EMPLOYEE ACCOUNTABILITY How to create a culture of integrity and personal responsibility Boost engagement. Bolster happiness. Improve results. SkillPath Facebook/SkillPath @SkillPath SkillPath