Workshops | Tampa Bay Library Consortium

What do you do when a customer or employee gets in your face or in your space? How do you react…or do run and hide from it?

Difficult situations happen! Many of us try to avoid it, some fight with it, some seem to enjoy it and others seem to handle it with tact and skill. Why?

The Conflict in a Peaceful Workplace Workshop explores our dealings with other people by defining the source of the conflict and difficulty, (hint: it’s not usually the person, it’s their behavior) analyzing it and then using a step by step approach to resolve it once and for all. What is the secret to handling situations with difficult people while maintaining your composure and professionalism? How can we de-emotionalize ourselves to the situations so that we don’t get caught up in them? Relieving the stresses of these conflicts may be easier than you have ever believed!

If you don’t like to be yelled at by other people, you’ll really enjoy this fun and interactive program.

Participants will learn and begin to master:

The ability to focus on the problem and not the “drama” and emotion of the difficult situation
The one question to ask to STOP most situations of disagreement
Using the formula E+R=O to control their “reaction awareness”, and to help the other person to step out of the emotion
The steps of listening for and understanding the reasons behind the conflict to help bring the person down from their anger
Their personal boundaries for what they will allow others to say and do in a disagreement or conflict event
Using a Personality Profile as a tool to predict the actions and behaviors of people that are angry, upset and unhappy
The conflict inside of themselves in dealing with conflict with others
Three techniques to STOP taking things personally and to stay composed

Topic Category:		Administration and Library Management
Date:		02/09/2010
Day:		Tuesday
Time:		9:00 - 4:00
Class Length:		6 hour(s)
Format:		Face to Face
Cost:		Free to TBLC Members
Instructor:		Andrew Sanderbeck
Class Location:		TBLC
Address:		1202 Tech Blvd. Suite 202 Tampa, FL 33619
Directions:		Directions and a map are available at http://tblc.org/training/directions.php
Maximum Seats:		20
Reserved Seats:		20
Available Seats:		0