Webinar: What to Do When You Don't Know What to Do: Conflict First Aid

Speaker Pat Wagner
Pat Wagner has been a trainer, educator, and consultant for 40 years, having worked with clients in 48 states and Canada. She is a manager and producer at Pattern Research, Inc. Pat likes to find the essence in models of human behavior and organizational design and build effective and engaging formats ...

Pat Wagner has been a trainer, educator, and consultant for 40 years, having worked with clients in 48 states and Canada. She is a manager and producer at Pattern Research, Inc. Pat likes to find the essence in models of human behavior and organizational design and build effective and engaging formats for learning: face-to-face, in print, and online. She has been a poet, playwright, printer, publisher, and graphic designer, and loves books, gardens, and the arts.

Full Description

Please note that this session is part of METRO's Library Leadership Lunch Hour webinar series with instructor Pat Wagner. To register for this series*, please visit http://metro.org/events/334/.

Every encounter is different, but some communication strategies work most of the time with most people in most situations. Professionals who deal with conflict accumulate a bag of tricks to fall back on when there is not time to thoroughly assess a situation, or when the first five strategies don't work. The more methods you master, the more confident you will feel in otherwise difficult situations.

Agenda:

  • Introduction: What are the basic principles of managing workplace conflict?
  • The Key Idea: Sometimes all you can do is deal with symptoms
  • Know you can always leave and/or call for help
  • Lower the emotional temperature
  • Stop trying to be right
  • Provide choices for all involved
  • Stay respectful regardless of the other person's behavior

Outcomes:

  • Feel more resourceful and confident in difficult workplace situations
  • Research and practice new strategies to add to what you already know
  • Be more effective when dealing with people who are angry or upset


*Other sessions in this series will include:

METRO is making all six of these sessions available at a discounted package rate of $30 for members and $100 for non-members. Not a METRO member? Learn more about our individual myMETRO membership options here. Access to each live program and archived recording will be made available to all registrants.

 

Log-in information will be distributed to all registrants via email 1-3 days prior to the webinar.  All registrants will have access to the archived recording of the webinar within a week after the live session.

METRO uses Adobe Connect for all online programs.  You can test your Adobe Connect connection at http://metro.adobeconnect.com/common/help/en/support/meeting_test.htm or get a quick overview at http://www.adobe.com/go/connectpro_overview.

When?

Thu, Sep. 19, 2013
noon - 1 p.m. US/Eastern

Where?

Online