Dealing with Difficult People

Speaker Josh-Dye

It is hard to work, serve and live with difficult people. We don’t get to choose our co-workers, the people who walk through our doors needing service, or even many of our familiy members.

This means dealing with difficult people is inevitable.

In this training we will learn strategies for dealing with difficult people that were revealed in a new report from Harvard Law School’s Program of Negotiation.

You will learn how to: (Learning Objectives)

  • Overcome “my-way-or-the-highway” people to get things done.
  • Prepare ahead for challening conversations
  • Deal with stubborn, hostile, greedy, and even downright dishonest people
  • Ease tensions during negotiations to solve problems and build fruitful relationships.
  • Difficult people don’t have to slow us down or make us miserable. Learn strategies for managing these relationships in this training!

Tags:

build trust, By Josh Dye, challenging conversations, client service, conflict management, customer service, difficult people, negotiation strategies

Kids in Crisis: How to Help Kids in Times of Loss, Grief and Change

Change is about handling tough times and tough issues. Whether it is a small crisis or a major disaster, a minor malady or a life changing event, bullying in hallways or terror in the streets, this webinar looks at how parents and professionals working with kids can use wit and wisdom to nurture and enrich ourselves and children as we navigate through the minor and major chaos in our lives.

You will learn (learning objectives):

  • How to help kids develop constructive ways of responding to what life hands them.
  • How to help kids navigate divorce.
  • How to help kids navigate death & illness.
  • How to help kids during difficult life events.
  • How to support children through emotional ups and downs.

About the Speaker: Barbara Coloroso

Barbara Coloroso is an international bestselling author and for the past 44 years an internationally recognized speaker and consultant on parenting, teaching, school discipline, positive school climate, bullying, grieving, nonviolent conflict resolution and restorative justice.

She has appeared on Oprah, CBS, NBC, ABC, CNN and NPR and has been featured in the New York Times, Time, U.S. News & World Report, Newsweek, and other national and international publications.

Her uniquely effective parenting and teaching strategies were developed through her years of training in sociology, special education, and philosophy, as well as field-tested through her experiences as a classroom teacher, laboratory school instructor, university instructor, seminar leader, volunteer in Rwanda, and mother of three grown children.

She is the author of four international bestsellers: kids are worth it! Giving Your Child the Gift of Inner Discipline; Parenting Through Crisis—Helping Kids in Times of Loss, Grief and Change; The Bully, the Bullied, and the Bystander—From Pre-School to High School, How Parents and Teachers Can Help Break the Cycle of Violence; and Just Because It’s Not Wrong Doesn’t Make It Right—From Toddlers to Teens, Teaching Kids to Think and Act Ethically. Barbara’s latest book is Extraordinary Evil: A Brief History of Genocide…and Why it Matters. She also has two critically acclaimed video programs Winning at Parenting… without beating your kids and Winning at Teaching… without beating your kids.

Tags:

child crisis support, client service, coping with change, customer service, emotional resilience, grief counseling, supporting children

The Values of Superb Person-Centered Client Service

Speaker Josh-Dye

Every interaction we have with the people we serve matters.

It is an opportunity to build trust, demonstrate professionalism, and deliver outcomes that truly make a difference in someone’s life.

Drawing on best practices and real-world examples, in this training we will explore the core competencies that define exceptional trauma-informed person-centered service, and how to implement them effectively – both as an individual and as part of a cohesive team.

In this fast-paced interactive session you will learn: (Learning Objectives)

  • 7 features of a superb client experience (and how to implement them).
  • How to reduce client frustration and diffuse tension.
  • 8 key skills of superb service: emotional consistency, follow through, professionalism, and more!
  • How to stay calm and keep your stress level low when working with challenging personalities.
  • How to communicate with clarity in a way that is person-centered, trauma-informed, builds trust, and reduces anxiety.
  • How to establish good teamwork within your agency.

This training will make an immediate impact on the quality of your service and client experience!

Tags:

build trust, By Josh Dye, client experience, client service, customer service, person-centered service, professionalism, trauma informed care

A Second Chance: For You, For Me and For the People We Serve

Speaker Catherine Hoke

This webinar is about forgiveness, new starts, shame, and the power of possibility. Catherine Hoke founded Defy Ventures, a revolutionary organization that transforms the lives of people released from prison. It heals families, strengthens communities and creates jobs. But mostly, Catherine’s work helps us find our humanity, regardless of whether we have been to prison or not. Catherine Hoke will share stories of her successful experiences serving clients and teach us what it means to lead from within while better serving those that need a second chance.

You will learn:(Learning Objectives)

  • How to forgive yourself and others.
  • How to more effectively serve clients who have made mistakes.
  • How to achieve restoration with apologies and taking responsibility. H
  • ow both you and your clients can discover your ‘generous hustle’ and benefit others.

About the Presenter: Catherine Hoke

What would it be like if you were known for the worst thing you’ve done? Or known for the worst thing you never did? Don’t we all need second chances? In 2004, Catherine Hoke toured several Texas prisons and discovered that many of the incarcerated men she met possessed strong business acumen, sales skills, and entrepreneurial qualities. She also found that many gangs and drug rings are run similarly to corporations —with bylaws, bookkeeping functions, marketing strategies, and quality control programs.

Following these realizations, Catherine Hoke founded two of the most successful and disruptive nonprofits in corrections: Prison Entrepreneurship Program and Defy Ventures. Her efforts have inspired 7,000 executives, entrepreneurs, and investors to volunteer as mentors and employers. Over 5,000 incarcerated people have graduated from these programs, and in doing so, many have earned Baylor University MBA certificates. The programs reduce violence and have produced industry-leading recidivism rates of less than 7% and 5% respectively. Most recently, Cat launched a company called Hustle 2.0. Hustle 2.0’s vision is to be the first self-sustaining, for-profit company delivering life-transforming education to millions of justice-involved Americans.

To produce the most cutting-edge product, Cat established a computer lab within California’s Pelican Bay State Prison, one of the most notorious prisons in America. In doing so, she is bringing together the most talented incarcerated people along with leading professors, industry experts, and correctional leaders to contribute to the program. Cat inspires audiences to use failure as a catalyst for innovation and reinvention. Cat will challenge you to ‘step to the line,’ forgive yourself and others, and move forward by making a difference. Seth Godin published her best-selling book, “A Second Chance: For You, For Me, and for the Rest of Us,” a powerful reflection on the struggles and triumphs of her journey, and her graduates’ journeys. Fast Company named Cat one of the “100 Most Creative People in Business.” Forbes named her on “40 Women to Watch Over 40.” She received the MDC Partners Humanitarian Award.

Tags:

client empowerment, client service, customer service, forgiveness, overcoming shame, restorative justice, second chances

Cultivating Empathy

Speaker Stephanie Glaros

Stephanie Glaros has interviewed and photographed hundreds of strangers for her street photography and storytelling project, Humans of Minneapolis. In this webinar, Glaros will teach you her process for mindfully engaging people she doesn’t know and how it’s increased her capacity for empathy.

She will offer practical tips for how to make more meaningful human connections in order to encourage kindness and compassion, a beneficial approach for any human services professional!

Learning Objectives

  • How to mindfully engage with people you don’t know.
  • How to make meaningful human connections.
  • How to use empathy to show kindness.
  • How to use empathy and be compassionate towards others.

About the Presenter: Stephanie Glaros, Humans of Minneapolis

Stephanie Glaros is a teaching artist, author, and speaker based in Minneapolis, Minnesota. She spent eight years as the art director for Utne Reader magazine where she received accolades for her collaborations with illustrators, but she is best known for her blog and book, Humans of Minneapolis. Her work has been featured in the Star Tribune, Minnesota Monthly, City Pages, and on MPR.

Tags:

client service, compassionate communication, customer service, empathy skills, human connection, kindness in practice, mindful connection

Ethics at Work: How to Make Ethical Decisions With Clients and Co-Workers

Speaker Josh Dye

Ethics is about doing the right thing.

This seems simple, but gets complicated when we are faced with real world challenges.

Many factors impact how we respond in ethical gray areas, including:

  • Conflicts of interest.
  • Pressure to perform at a high level with inadequate time and resources.
  • Our desire to just get along with others with as little conflict as possible.

In this training we will explore the following: (Learning Objectives)

  • Ethics fundamentals – Identify, verify, take action.
  • How to apply an ethical self check.
  • How to identify and address a conflict of interest.
  • The boundaries you should have with clients and co-workers.
  • Confidentiality.
  • Reporting ethical issues.
  • A.I. – When and how is it ethical to use.

It is common to encounter situations that just don’t feel right.

Tags:

Boundaries, By Josh Dye, client service, confidentiality, conflict of interest, customer service, ethical decision making, workplace ethics

Motivational Interviewing

Speaker Angie Wood

Motivational interviewing can help you and the clients you serve clearly define goals, think things through, and move toward change.

Whether you’re considering losing weight, addressing an addiction, leaving a toxic relationship, or any number of other big goals, taking steps toward personal change requires a steadfast mindset and a detailed plan of action.

In this webinar you will learn practical prompts, guidance, and support for figuring out long-term goals, developing a solid plan to achieve them, and making a committed change.

It will help you and the clients you serve build your motivation, clarify your commitment to reaching your goals, and empower you to take charge of your future.

You will learn (Learning Objectives):

  • What motivational interviewing is and how it can help lead to personal change.
  • How to refine goals and identify obstacles.
  • How to build motivation and sustain positive change.

About the Presenter: Angie Wood, LCSW

Dr. Wood earned her masters degrees in social work from Southern Illinois University at Carbondale in 1992, and her Ph.D. in social work from Tulane University in 2006.

She has been in clinical practice in various settings and fields such as addictions, family preservation, community mental health, and criminal/juvenile justice.

In 2003 Dr. Wood was first trained in motivational interviewing, and worked as a research assistant for a project that evaluated the community-wide implementation of Motivational Interviewing.

By 2005 Dr. Wood began training juvenile justice staff on MI and eventually contributed a book chapter on MI training for paraprofessional staff in juvenile justice settings.

For over a decade Dr. Wood has conducted seminars and workshops for professionals in behavioral health, criminal justice, child welfare, and healthcare settings.

Tags:

behavior change, client empowerment, client service, customer service, goal setting, motivational inter, motivational interviewing, sustaining motivation

Accountability, Candor, and Good Conflict: How to Achieve Great Outcomes with Clients, Staff, and Co-Workers

Speaker Josh Dye

Popular based on survey feedback!

Do you wish that you could increase the accountability and follow through of the clients that you work with?

Are you a supervisor that wants staff to more clearly understand your expectations, and take greater accountability?

Would you like to reduce confusion and enhance transparent communication with your co-workers? 

If so, this is the training for you! 

This training is designed for the following professionals:

  • Those providing direct service to clients.
  • Supervisors managing staff.
  • Co-Workers working together on a team.

We will focus on practical strategies to communicate with greater clarity, inspire good conflict that leads to better results, and improve outcomes at all levels. 

You Will Learn: (Learning Objectives)

How to set and communicate standards of performance and behavior.

Learn to establish clear expectations that everyone understands and can follow.

How to use the rule of 7 to make sure expectations are understood and remembered.

Discover the ‘rule of 7’ technique to ensure your standards are not only set, but remembered and followed.

How to provide feedback and increase accountability when standards are not met.

Learn how to give constructive feedback that increases clarity, reduces confusion, creates mutual understanding, and encourages improvement.

Good conflict. How to address problems candidly, directly, and clearly without causing offense.

Master the art of directly communicating problems in a way that respects and considers the feelings of others.

Tags:

By Josh Dye, clear communication, client service, constructive conflict, customer service, feedback skills, Popular, setting expectations, workplace accountability

Difficult Personalities: How to Navigate Relationships with Clients, Co-Workers and Others Who May Have Borderline Personality Disorder, Narcissism, and other Challenging Personalities

Speaker Josh Dye

Popular based on survey feedback!

Do you ever feel manipulated, controlled, or lied to?

Do you serve clients, or are in any relationships with people that have intense, irrational rages that seem to come out of nowhere?

Do you feel like you are walking on eggshells to avoid confrontations or constantly upsetting someone?

If the answer is yes, then you are likely interacting with someone that may have borderline personality disorder (BPD), narcissism or other challenging personality traits.

People compare working or living with someone that has borderline personality disorder, or other personality disorders to:

Living in a pressure cooker with thin walls and a faulty safety valve.

Living in a perpetual oxymoron. It’s a seemingly endless host of contradictions.

Feeling like you are going through the spin cycle on a washing machine. The world is whirling around, and you have no idea which way is up, down or sideways.

In this training, we will explore strategies to more effectively serve and interact with people that have, or demonstrate the traits of, people with borderline personality disorder, narcissism, and other challenging personalities.

You will learn: (Learning Objectives)

  • What is going on inside a person that has a personality disorder.
  • How to identify and understand behavior that is influenced by a personality disorder.
  • How to set boundaries and communicate with someone that has a personality disorder.
  • How to personally find peace and cope with the stress of interacting with people that have a personality disorder.

By the end of this training you will have a greater understanding of how to navigate complex interactions with people that have difficult personalities!

NOTE: This training is NOT about how to medically or psychologically provide treatment for someone with a personality disorder.

This is for professionals that happen to work with people that may have a personality disorder, and are looking for strategies to better serve them, and personally cope with the impacts of these challenging and stressful interactions.

Tags:

borderline personality disorder, Boundaries, By Josh Dye, client service, coping strategies, customer service, difficult personalities, narcissism, Popular

Trauma Informed Care

Speaker Josh Dye

Popular based on survey feedback!

Dr. Vicky Kelly said “Trauma Informed Care is a shift in the basic questions that we ask. A shift away from the question, What is wrong with you? to the question, What happened to you, and how does that impact how you function today? In this training, you will learn the three different types of trauma that people experience, and the common responses people exhibit when they have survived traumatic events.

You will also discover how to build trust with those who have experienced trauma, and how to empower clients to make positive healthy decisions.

You will also learn:

  • 6 key principles of a trauma informed approach
  • The universal precautions approach
  • The empowerment approach
  • How to have a trauma informed conversations and interactions
  • Person centered communication, and more!

Finally, bring your mobile phone to this training to participate in the live quizzes, polls, and interactive learning exercises that will help you get off to a positive start in functioning as a trauma informed professional and agency.

About the Speaker: Josh Dye, MPNA

Josh is the President & Founder of the Convene Training + Resilience Community. Since 2010, attendees in over 500 of his presentations have learned how to harness the courage to lead, create, have tough conversations, maximize precious time, and leverage moments of failure for meaningful growth.  

What separates Josh apart from other speakers and trainers is how he combines practical, actionable tips with inspiration and motivation. He doesn’t just tell you what to do, he charts the course for how to do it. Josh authentically speaks from his own experiences, benefiting audiences with lessons from both his successes and gut-wrenching failures.  

In 2010 Josh earned a Master’s Degree in Public & Nonprofit Administration from Metropolitan State University.

Tags:

By Josh Dye, client service, customer service, empowerment in trauma care, patient-centered communication, Popular, trauma informed approach, trauma informed care, trauma recovery