Words, not fists, should be the adult weapons of choice when in conflict.  The problem is what are the “right words”?  What is the right collection of syllables to use in a professional environment when one is feeling slightly “bent out of shape”?  That is the question that will be answered in this workshop.

Skills Presented:  (1)  How to construct, in advance, the right verbal response to ten common “in-your-face” statements heard in the contemporary workplace, (2)  How to use advanced skills in assertiveness to formulate responses to hostile people, (3)  How to ask a question when confronted with an “I’m-pushing-your-hot-buttons” declarative statement, (4) How to win an argument by losing a position which was always negotiable and (5) How to use self-control to gain control of an emotionally explosive situation.