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SUMMARY:CREATING OPPORTUNITIES WITH RESPECT & EMPATHY DE-ESCALATION – FACE TO FACE
DESCRIPTION:Introduction \n\n\n\nIntroduction SequenceTraditional lecture vs. skill based learningDe-escalation OverviewGoals of the course\n\n\n\nPart I: Realizing Expectations \n\n\n\nBeing a professional brings expectations from:– The organization\, the public\, the media and the courtsNatural reactions in the face of conflict – Fight\, Flight or Freeze– Exceptions are those who benefited from: great parents\, great mentors\, the Anvil of Experience (making mistakes) or effective training Experience Alone is No Guarantee of Success – Ericsson’s 10\,000 hr. principleIntergenerational Communication– For the first time\, we are seeing Grandparents working on teams that contain persons their grandchildren’s age. Dr. Mary DonahoeThe Impact of Technology on Interpersonal Communication– Video Technology has created a new reality\, the power of social media\n\n\n\nPart II: It’s Not Personal! \n\n\n\nRationalizing the Irrational– People under the influence of negative emotions can appear irrational– Their attacks can be very personal and offensivePeople Don’t Mean What They Say …– Words and meanings can be (and usually are)\, completely different– We need to ignore the words and search for the correct meaningsDon’t Take the Bait – 80% of Complaints Stem from Our ReactionEGO Is the EnemyUltimately\, that voice in our head that makes us do and say things that we never planned on doing or saying!Compliance vs. Cooperation – Separating attitude from behaviorThe Unanswered Question – the appropriate response to verbal resistance\n\n\n\nPart III: The Learned Response Confidence In Conflict – Confidence comes from skill acquisition and skill development Aristotle – ‘Audiences Are Made\, Not Found’ and the 3 Appeals Emotional Intelligence:Knowing who we are and what our role is (moral compass) Recognizing our emotions (and only perform the positive ones) Recognizing the emotions of others (empathy) Using this awareness to start building a relationship THE 93% RULE – It’s not what you say\, it’s how you say it! \n\n\n\nBreath! – Control your heart rate and prevent your emotions from ‘high jacking’ youC.O.R.E. Philosophy– By recognizing and controlling our negative emotions\, we can now perform only positive emotions. This mindset allows us to see opportunity in conflict as we endeavor to maintain the high ground by showing respect and diffusing the other with empathyPROFESSIONAL RESPECT– Performed respect forms the basis of a healthy relationshipPROFESSIONAL EMPATHY– Essential for diffusing a difficult encounter – empathy absorbs tension\n\n\n\nPart IV: Communication Essentials \n\n\n\nActive Listening Revisited – Finding the meanings behind the wordsThe Power of Paraphrasing – the ultimate communication toolDigging Deeper – asking the appropriate questions at the appropriate timeProviding Real Options – The essence of persuasion\n\n\n\nPart V: Practical Application \n\n\n\nPersonal Security Awareness– Imminent Jeopardy– ProxemicsDe-escalation Phrases – demonstrate that you are listening – refocus the contactC.O.R.E. PROCESS– Introduction Sequence– Clarify – ask the $1\,000\,000 question– Establish Context– tactfully minimize resistance\, build upon credibility– Proceed OR Persuade – VerifyConcludeCase Study – application of C.O.R.E. techniques to actual eventsScenario Development – Practical application– Skill building – Introduction Sequence with De-escalation phrases– Skill building – Clarifying Sequence– Skill building – Putting it all together\, no resistance– Skill building – Minimal Resistance – persuasion– Skill building – Medium Resistance – persuasion – VerifyThe Ethical Protector Creed and Closing Remarks\n\n\n\nDate: October 24 & 25\, 2022Time: 9:00 a.m. – 4:00 p.m.Cost: $600.00Instructor: Darcy Pennock
URL:https://www.auroracollege.nt.ca/event/creating-opportunities-with-respect-empathy-de-escalation-face-to-face/
LOCATION:Yellowknife North Slave Campus\, 5004 54 St\, Yellowknife\, NT\, X1A2R6\, Canada
CATEGORIES:Continuing Education Yellowknife North Slave Campus
ORGANIZER;CN="Karen Horn":MAILTO:KHorn@auroracollege.ca
GEO:62.4514546;-114.376353
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DTSTART;TZID=America/Inuvik:20221027T090000
DTEND;TZID=America/Inuvik:20221027T120000
DTSTAMP:20260413T111814
CREATED:20220818T201015Z
LAST-MODIFIED:20220818T201015Z
UID:10000179-1666861200-1666872000@www.auroracollege.nt.ca
SUMMARY:CHARTS & TABLES - Virtual Course
DESCRIPTION:In the Excel program\, you can convert your data from a spreadsheet into a table and/or chart. Learn how you can turn dry financial and statistical information into a vibrant visual display that will have a powerful impact on your audience! \n\n\n\nCharts vs. TablesCreating a chartChanging chart typesChanging chart layout and locationUsing sparklinesCreating a tableCreating a Pivot Table\n\n\n\nDate: October 27\, 2022Time: 9:00 a.m. – NoonCost: $150.00Instructor: Heather Lyon \n\n\n\nAbout Excel Training – Instructor-led Online SeriesThis series of 3-hour sessions are delivered in a live\, online session where students and the instructor can speak and interact with one another. Students will need a computer with internet access and a microphone/speakers for this class. A headset with a microphone is ideal\, but not required. As the instructor demonstrates the exercises\, students can complete the exercises on their own computer\, providing they have a copy of the Excel program installed on their own computer. Otherwise\, they are welcome to take the class and observe the instructor.
URL:https://www.auroracollege.nt.ca/event/charts-tables-virtual-course/
CATEGORIES:Continuing Education Aurora Campus, Inuvik,Continuing Education Thebacha Campus, Fort Smith,Continuing Education Yellowknife North Slave Campus
ORGANIZER;CN="Karen Horn":MAILTO:KHorn@auroracollege.ca
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