American Management Association Seminars

Standing Strong in Difficult Workplace Situations
Seminar No: 02818-XNBB
CEU Credits: 0.6
Length: 1 day

Facing workplace behavior that leaves you distracted or reduces your effectiveness? Learn to flex your communication style while building thinking skills in this stimulating workshop.

In today’s workplace, professionals interact with all kinds of people—including some who can exasperate even the most patient of individuals! To remain effective in your job, you have to stay composed and professional when faced with difficult people and situations. In this one-day, intensive hands-on workshop, you’ll build problem-solving skills through interactive individual and group activities—everything that is taught you will practice in class. As you’re building thinking skills, you’ll bring your real-life situations to the workshop and return to work with usable action plans to manage your mindset and take control of every situation.

How You Will Benefit

  • Identify the dynamics of difficult situations and people
  • Learn how to respond quickly and effectively to defuse emotionally charged situations
  • Apply effective problem-solving and communication skills to common stressful situations
  • Choose the right approach to achieve a harmonious working environment
  • Replace unproductive reactions with effective actions
  • Forge stronger professional working relationships
What You Will Cover
  • Understanding the root causes of workplace conflict as well as your own mindset and communication style
  • Giving and receiving constructive feedback methods
  • Managing your emotions in stressful situations
  • Applying models and tools to manage conflict in different workplace settings
  • Developing a personal action plan for dealing with turbulent situations
Who Should Attend
Business professionals across all functional areas who are interested in building thinking skills and getting tools to respond effectively when faced with difficult people, situations and workplace conflicts.

Extended Course Outline

Learning Objectives

  • Identify the Dynamics of Individual Behaviors That May Evoke an Emotionally-Charged Reaction
  • Recognize the Personal Choices and Approaches One Takes to Deal with Stressful Behavioral Situations
  • Apply Effective Conflict Management and Communication Skills to Stressful Behavioral Situations
  • Practice Skill Building at all Employee Levels in the Workplace That Deals with Difficult or Challenging Behaviors
Workplace Conflict Basics
  • Identify Advantages and Disadvantages of Personal Differences in the Workplace
  • Define Conflict Management
  • Describe the Iceberg of conflict and its Personal Impact
Constructive Feedback Skills
  • Differentiate the Terms"constructive Feedback" and "Criticism"
  • Identify the Roles of Verbal and Non-Verbal Behaviors in Feedback
  • State at Least Three Guidelines for Giving and Receiving Constructive Feedback
  • Apply the Six-Step Model for Giving Constructive Feedback
Role of Emotions and Self-Management in Stressful Behavioral Situations
  • Define Emotional Intelligence (EI) and Its Role in Interpersonal Relations
  • Assess Personal EI
Situational Responses in Problematic Individual and Group Settings
  • Explain and Apply the Four-Step C-A-L-M Model for Standing Strong
  • State at Least Two Techniques for Handling Five Potentially Stressful One-on-One Behaviors in the Workplace
  • Demonstrate How to Defuse Emotions and Address Difficult People in a Meeting Situation
Action Plan
  • Develop an Action Plan for Two Specific On-the-Job Situations
  • List Three Personal Behavioral Changes to Help Manage Conflict Regularly At Work
Start and End times: first day - 8:30am-5pm, all other days 9am-5pm unless otherwise specified. Your registration confirmation notice will confirm the hotel/conference center for the seminar for which you registered. The information included on this page is all the information available on this seminar. Please use form below to register only. To request information that is not included above please send an email to . Remember to specify the complete seminar number about which you are requesting information.

For information about bringing a course to your site please call 919-480-2550 or email the registry at .

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** Online Registration & Fee Information ** Please use form below to register only. To request information that is not included above please send an email to . Remember to specify the complete seminar number about which you are requesting information.

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AMA's main conference centers
Seminars scheduled for the cities below are held at the locations listed below. For location information for other cities in which AMA seminars are held please call or email for information.

New York
AMA executive Conference Center
1601 Broadway New York, NY 10019
American Management Association (Located in the same building as the Crowne Plaza Hotel) 1601 Broadway On Broadway and 48th Street near Times Square. Entrance is on 48th Street.

AMA executive Conference Center (adjacent to the Marroitt O'Hare)
8655 west higgins rd
Chicago, IL 60631

San Francisco
AMA executive Conference Center is located in San Francisco Marriott Hotel
55 Fourth Street 2nd Level
San Francisco, CA 94103

AMA Executive Conference Center
Address: 1170 Peachtree Street Ne Cnr Peachtree & 14th (3rd Flr)
City, State, Zip: Atlanta, GA 30309

Washington, DC
Arlington, Virginia
2345 Crystal Drive, Suite 200
Arlington, VA 22202

If you are not paying via credit card, you will receive an invoice with payment instructions.

Cancellation Policy:
If you cannot attend a seminar you can contact AMA in advance to transfer to a future session, or you can send someone to take your place. If you need to cancel your attendance, AMA will give you a complete refund if you cancel more than three weeks before your seminar begins. To cancel, simply email us at . If you cancel with less than three weeks’ advance notice, you will be liable for the entire seminar fee. Once your payment has been received, you may request a courtesy transfer to use at any future AMA seminar of equal or lesser length. The courtesy transfer must be used within one year of the date of your originally scheduled seminar. In fairness to all attendees, if you do not attend a seminar session for which you are confirmed and do not contact AMA to cancel in advance, you will be charged the entire seminar fee.

AMA grants courtesy transfers to people who cannot attend their scheduled sessions. You can use a courtesy transfer for any seminar of equal or lesser length than the original seminar. You must use your courtesy transfer within one year of the date of your originally scheduled seminar.

AMA guarantees the quality of our seminars. If, for any reason, you are not satisfied with a seminar for which you have paid, AMA will give you credit toward another seminar of comparable price or will refund your fee.

You can also register by emailing your registration information to us at or calling us at 919-480-2550.

For additional information and schedules call 919-847-0331.

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