Program hours: 9:00 a.m. - 4:00 p.m.
Conflict management strategies that work
Not all disagreements have to end in arguments-you'll learn proven strategies for constructive resolutions
How to respond to someone who gives you "compliments" that sound more like insults
The 6-step approach to win-win conflict resolution
How to separate the 2 sides of every conflict-people and issues-and deal with each effectively
Putting yourself in their shoes-how empathic listening helps you see both sides of the disagreement
Practicing everyday conflict resolution skills
8 critical mistakes successful conflict managers never make
Overcoming your personal stumbling blocks to agreement
How to turn the points of disagreement into a framework for resolution
How your personality affects the way you deal with conflict
Choosing a conflict management style that fits the situation
Conflict as a positive motivator: 7 benefits of a well-managed crisis
Dealing with the 4 most common sources of conflict that lead to disagreements
Getting a grip on your own anger and emotions
Accepting responsibility for your anger: You become angry, no one makes you angry
How to understand what's really bugging you
Chronic anger-recognizing the physical symptoms that warn when enough is enough
How the appropriate expression of anger is a necessary step to resolving conflict
Expressing yourself without accusation, sarcasm or hostility
Graceful "exit lines" that allow you to postpone a confrontation until your emotions are under control
7 steps you can take to experience your feelings without acting them out
Assertiveness, the anger antidote: How to ask for what you need-and get it
How to stop playing old "hurt tapes" in your mind and substitute positive esteem-building images
How to avoid tears when you're really angry-and what to do if you can't
Safe ways to blow off steam without venting it on people
"What's this really about?" How to get to the root of a problem instead of just battling the symptoms
Recognizing how anger acts as a defense against feelings you don't want to feel
How to respond to others' anger
How to validate someone's anger without fanning the flames
One sure-fire way to let the situation cool down before trying to resolve it
Avoiding words that act as "emotional triggers" when you're dealing with someone who's upset
How to respond to a put-down without losing your temper
How to quickly de-escalate an emotional confrontation with a boss or co-worker
When confronting an angry person head-on may spell disaster
How honesty and understanding will help you keep your cool when dealing with an out-of-control person
Effective strategies for defusing an escalating argument
How to make sure you're not "asking for" the very behavior from others you find hard to handle
Conflict communication skills
How to overcome the feeling that negative feedback is a personal attack
When negative feedback is justified: How to acknowledge your mistake without overapologizing
The real differences between how men and women handle feedback and what we can learn from each other
Idiolects, dialects, registers and genderlects: The surprising differences-and similarities-between how men and women communicate
How to turn negative self-talk into positive affirmations
How to recognize the difference between valid feedback and a personal put-down
The common false assumptions about the differences between male and female communication styles
How to avoid the 8 most common pitfalls to giving negative feedback
A 4-step approach to delivering feedback that's specific, nonaccusatory and gets results
Dismissing the belief that "criticism" and "disapproval" are synonymous
How to address a chronic disagreement and arrive at a mutually acceptable action plan for resolution
When positive strokes may be more effective than negative feedback in changing an
How you can reduce day-to-day hassles by establishing positive relationships with chronically
How to take care of yourself
Weaving family, friends and co-workers into an emotional support system
Relaxation skills you can master to control stress and relieve tension
How to handle rejection and still feel good about yourself
Setting your limits-how to say "No" without generating anger or guilt
What to do when your body says "fight or flight" but neither is called for
Getting rid of your fantasies of retribution that can do you more harm than the person you're mad at