Turning Down the Heat: Being Reasonable with Unreasonable People

Virtual Workshop using Zoom Platform

Thursday, March 10, 2022 (12:30 – 4:00pm)

Do you sometimes have to work with irritable, frustrated, distraught, angry, or demanding taxpayers, homeowners, contractors, developers, employees from other departments, members of the public? In this highly participative, skill-building, practical virtual Workshop, participants will identify & practice effective techniques to handle these challenging conversations. As a participant, you will discover tips and skills to:

• calm clients faster with specific phrases that work
• identify words you use that trigger emotional clients
• manage & defuse situations before they escalate
• practice & receive specific feedback
• create a Plan of Action to implement new skills immediately

Facilitator: Joyanne Landers, Elephant Ears Training

Joyanne Landers has gained a solid reputation as a facilitator and trainer over the last twenty-five years. Her clients describe her as “dynamic,” “powerful,” and “thought-provoking.” She builds on her wide-ranging experience guiding managers and employees in public and private sectors throughout Canada to create shifts in how they relate to their work, colleagues, and clients. She stimulates participants to challenge their perceptions. Joyanne has the ability to lead workshops that are practical and easy to apply in real-world situations. Her plain talk, humour, and boundless enthusiasm are contagious. Joyanne holds a Master of Education degree.

Registration

To register for this module, please complete the following online registration form. *Note: If you register multiple individuals, complete one registration form per individual. We recognize that not all front-line staff may be AMA members; therefore, all participants receive the member rate. The early bird rate is $250 until February 17, 2022. If you register after February 17, the cost is $300. We can only accommodate up to 20 participants in this Workshop, and attendance is granted on a first-come, first-serve basis.

If you wish to cancel your registration, you must adhere to the AMANS Event and Training Cancellation Policy.