"The use of this seal is not an endorsement by the HR Certification Institute of the quality of the program. It means that this program has met the HR Certification Institute's criteria to be pre-approved for recertification credit."

"This program, has been approved for 1 (HR (General)) recertification credit hours toward PHR, SPHR and GPHR recertification through the HR Certification Institute. Please be sure to note the program ID number on your recertification application form. For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org."

Overview: Today's workplace carries more challenges than ever before. Managers are called upon to deal with a diverse workforce with diverse challenges. Often communication can break down when managers have to deliver tough news about substandard performance, workplace change, team conflict, or any number of other problems. Many employees enter the workplace with anger management, substance abuse, mental health, and personal issues that overflow into the workplace. In this program, Judi Clements gives you some valuable guidelines for handling difficult interactions with employees, co-workers, and others. You'll learn some effective ways to facilitate dialogue with your employees in a way that lets you maintain control while bringing out the best in each of them.

Why should you attend: To present proven strategies for handling difficult conversations with employees that turn around substandard performance and result in more productive work relationships while keeping managers and their organizations in legal compliance.

Areas Covered in the Session:

• Diagnose how and why communication breaks down
• Diagnose and deal with defensive communication and behavior
• Keep your own emotions in check
• Stay in control of the conversation
• Know when to talk and when to listen
• Know when to soften the blow and when to lower the boom
• Stay safe with a volatile person
• Handle someone who cries
• Handle someone who won't participate

Who Will Benefit:

• Senior HR Professionals
• HR Analysts
• HR Managers
• HR Directors
• HR Personnel
• Employee Relations Professionals
• Directors
• Vice Presidents
• Managers
• Shift Leaders
• All Employees