BRWN-010041 - Defusing Difficult Situations: Communication Skills for When Someone is Upset

Preferred registration deadline: September 20th 3 CEUs/CPH units 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. General Admission: $60** Class size is limited to 30. **Discounts on workshop admission are offered to the Brown School’s students, alumni, and field instructors. We also offer a discount to full-time graduate students in other programs and to our Washington University faculty/staff colleagues. No other discounts are available. Admission discounts apply automatically in your cart, based on your profile in our registration software.