Keeping Your Cool When It Gets Heated: Diffusing Difficult Interactions

Overview: 

Any interactions in the course of our work can become contentious when people are under stress, have competing needs or simply misunderstand expectations. How we handle those situations can significantly impact our relationships with customers, vendors and teammates. This 1–hour presentation will give many tips on how to maintain civility and speak clearly when tension is high.

Objectives:

• How to avoid the mistakes of using aggression or the silent treatment when feeling upset with someone.
• The importance of maintaining control of our voice tone and non–verbal communication.
• Finding alternative solutions when the first option isn’t workable.
• Reaching a successful conclusion even with the most angry people.

CE’s: NHA & SW

Presenter: Tim Heerts, MA, LPC, LMFT, CEAP, EAP Clinical Specialist, Avera Employee Assistance Program

Tim Heerts has a Bachelor of Arts in Education degree from Central College of Iowa, and earned his Master of Arts in Counseling degree from Sioux Falls Seminary. He has been in the counseling field for 35 years, with over 25 years specializing in the EAP field. Tim has been delivering professional presentations on a wide range of EAP-related topics for diverse audiences throughout his career.

Registration:

Registration is free for SDAHO Members and $49 for Non-Members.

Click here to register.