The time and emotional effort that managers and team leaders spend during their work-week responding to difficult customer and staff situations can be overwhelming.  Effective managers and leaders learn to expect ongoing challenges and develop methods to manage them.

Participants will have the opportunity to:

• Gain insight into their own conflict management style and how this may impact the way others respond to them.  Learn to identify the conflict styles of others.

• Discover strategies to manage difficult people related situations.

• Learn strategies to deal with difficult people related situations face-to-face versus over the phone or via written communication.

• Practice how to address conflict with customers, staff and bosses on a face-to-face basis through skill practice exercises.

• Gain tools to train staff how to deal more effectively with difficult coworker and customer situations.

Dates: October 14 and October 28

Facilitator:  Dr. David Else, Director of the Institute for Educational Leadership and Associate Professor of Educational Leadership, University of Northern Iowa.  Dave consults with boards of directors and facilitates leadership retreats.   

Additional Fee: $12.00 will be charged for the assessment tool. This fee is not part of the annual consortium membership or individual seat price. 

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