March 19 2012 Talk to the hand: A guide to dealing with Conflict in the Workplace

This was one of the better workshops I've attended. Julie Gaver kept her audience's attention with a lot of humor and made the learning a lot of fun. The workshop was on conflict management: the five types of conflict management styles, how to resolve conflict in a productive manner and what to say when in a difficult situation. The activities were interesting: we wrote down different scenarios (some that had really happened in some of the branches) and went through a few of them. I learned that sometimes it's very hard to keep a smile on my face when dealing with unruly and nasty patrons (never staff)! We were shown positive ways of dealing with them. BTW I'm a hummingbird.