Defusing Difficult Situations: Communication Skills for When Someone is Upset | Brown School at Washington University in St. Louis
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Defusing Difficult Situations: Communication Skills for When Someone is Upset

 
Preferred registration deadline: May 4th

3 CEUs

Jessica Kuchta-Miller, JD, MA
Staff Ombudsperson, Washington University
 
The more your job involves working with people, the more likely it is you are occasionally dealing with angry people or impolite behavior. Complaints, rude behavior, or unreasonable demands can be difficult to respond to and sometimes bring out something less than the best in us.

In this workshop, participants will identify their conflict hooks—or personal hot buttons—and explore the behaviors that tend to escalate conflict, leading to less than optimal outcomes. Through a four-step approach using empathy, inquiry, acknowledgment, and problem-solving, participants will identify the tools and skills needed to bring calm to both sides. Because this workshop will be highly interactive and dialogue driven, participants are encouraged to bring examples of difficult interactions for discussion.

Class size is limited to 30.

$50 General Admission
$30 Brown School Field Instructor
$10 Full-Time Graduate Student

Effective September 1, 2017, the cost of visitor parking is no longer included in our program registration fees.  
Click here for more information.

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