This course helps employees understand why incidents of anger, conflict, or even violence occur in the workplace. Employees discover the tools needed to deal with difficult people, including understanding personalities, listening and communications skills, negotiating skills, and anticipating difficult situations.

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Topics include:
• Conflict in the Workplace
• Where is the Difficulty?
• Tools: Understanding the Players
• Tools: Listening Skills
• Tools: Communication Skills
• Tools: Negotiation Skills
• Planning and Prevention