Dates/Locations TBA 2007
Consider the last time you were suddenly challenged by a co-worker, supervisor, or client. Were you left fumbling for words, yelling, or speechless? Did your mind go blank during the incident, only to be flooded with ideas of what you should have said or done seconds after it’s over?
There are specific and identifiable reasons why this happens. When you understand the ‘why’ behind this, you will also be able to prevent it from happening to you.
The focus of this workshop is on managing real confrontation (anger, hostility and threats). The aim is to give people practical, simple to use techniques that can be applied anytime/anywhere on both people you know and those you don’t. The information you receive brings conflict resolution theory into the real world by using your head, and mouth, to defuse conflict under your terms, not theirs.
In brief, this training emphasizes:
1. Maximizing your safety by using sound communication strategies,
2. Reconciling disputes more effectively,
3. Increasing your confidence in managing disruptive situations.
Leveraging over 800 hours research and countless real-life applications, your day will reveal information not available to the general population.
Some of the day’s topics include:
• Learn an 8-step process specifically designed to control confrontation.
Intuitive by design, this method is rooted in scientific research and provides you the strongest negotiating position to work from.
• Learn subtle persuasion techniques to generate voluntary compliance.
Influence people to do what you want, when you want it, and without them being aware of what you are doing.
• Discover those things you should not say to someone who is upset (but do).
People will say things hoping to calm a situation, only to have it escalate. What you shouldn’t say is as important as what you should.
• Understand threats.
When to take one type of threat more seriously than another, and how to best respond if someone threatens you.
• Negotiations/concessions.
What to give, how to give it, and when to do it. Maintain credibility and authority even when you are giving in.
WHO SHOULD ATTEND
Anyone having occasion to interact with agitated or confrontational individuals will unquestionably benefit from this instruction.
In particular, you should consider this training if you work in the following areas:
• Security/investigations
• Training
• Human Resources
• Management/supervision
• Reception
And the knowledge you gain is not limited to ‘conflict resolution’ applications. Many of the strategies described have been used in mediation arbitration talks, addressing staff performance issues, negotiating contracts, and labour relations talks.
FACILITATOR
Kevin McCaffery has over 23 years law enforcement experience, including 13 years as a hostage negotiator. He understands conflict. As a court-recognized expert in training, Kevin has spoken professionally for many years to a diverse array of clients, both Government and private sector across North America and always to exceptional review.
In an industry where top-level course critiques from attendees average 29%, Kevin enjoys a 92.7% ‘excellent’ rating and 99.3% in the ‘very good – excellent’ range. That says it all. His extensive practical experience, degrees in Psychology and Law and numerous related certifications in stress management, suicide intervention, and conflict resolution training creates an extraordinary fusion of academic qualifications with first-hand experience. This distinguishes him like few others to share this information with you.
TO REGISTER
