Dates and location
Pricing
Hours
Dates and location
Pricing
Hours
Description
Difficult behaviour may be the result of a person being emotional, resistant, or behaving badly. What are our reactions to a difficult person or situation, and what are the reasons we react the way we do? What can we do differently to ensure a productive conversation that enables change in a way that is respectful and inclusive?
This course will help you deal with the reactions of others and to self-manage your own. It will provide you with techniques for assertively, respectfully and accurately describing behaviours you find difficult, and for requesting a change. It will help you prepare for, and to conduct, difficult conversations in a productive and collaborative manner.
Schedule
- November 25, 2024, 1:00 p.m. - 4:00 p.m.
- November 26, 2024, 1:00 p.m. - 4:00 p.m.
Key Takeaways
By the end of this course, participants will understand:
- How to identify your own attitudes and beliefs about giving and receiving feedback.
- The Ideal Praise-to-Criticism Ratio.
- Benefits of feedback.
- How to give constructive feedback including designing an environment conducive to having difficult conversations.
- The elements of receiving feedback.
- How to prepare for a difficult conversation, including using a model for communicating assertively and respectfully.
- How to use language to effectively describe problematic behaviour.
- Demonstrate effective listening skills.
- How to disengage when feedback is unconstructive.
- How to manage emotional aspects: understand and defuse anger, deal with resistance.
Who Will Benefit
Professionals at any level would benefit from this course. As with most communication and conflict resolution skills, the participant can start with it as a basic skill and continue to develop it over time into a more advanced skill.
How to Access the Course
This course is a live webinar. You must attend the live course to receive verifiable CPD hours. We recommend you join five minutes prior to the scheduled starting time. To get the full experience of this interactive course, use a computer that has video and microphone capabilities.
Electronic material can be accessed one week prior to the course and should be downloaded in advance.
Registration, cancellation, withdrawal and all other CPA Ontario PD policies can be found here.
Speaker(s)
Pam Penner, MA, CPCC, ACC, has extensive experience working in the field of conflict resolution as a mediator, facilitator, coach and trainer. In private practice since 1998, Pam is a member of the instructional team at the Justice Institute of B.C., and specializes in helping individuals develop their communication and conflict resolution skills. As a coach, she works with individuals to manage the conflict within, tap into their resourcefulness and achieve personal goals.