MAPS Diffusing Difficult Behaviors

Course Overview

Course Description

Managing internal/external office issues often puts you as a public employee face to face with difficult people and situations. Understanding behaviors and attitudes that are present in times of difficulty can serve to diffuse potentially volatile circumstances. Difficult or toxic behaviors and/or situations can be damaging to both the individual, client, and workplace dynamics. 

This workshop specially designed for leaders/managers will allow participants to explore (through real world office-based case studies) what feeds toxic behaviors, ways to address these situations, and when to call for outside assistance. We will take a deeper dive into the complex concept of “de-escalation” and the many elements in determining its effectiveness in a variety of encounter types. 

We will learn to address conflict before it begins to chip away at the health, safety and well-being of a productive employee and workplace.  We will provide suggestions, strategies, and techniques for working under pressure and resolving difficult situations.  

Intended Audience

This course is designed for anyone who wishes to work effectively with others and enhance productivity in their organizations. 

Learning Outcomes

By the end of this course, you will be able to: 

• Identify types and sources of difficult behavior in the workplace.
• Recognize early warning signs and triggers.
• Explore the dynamics of hierarchy, generational differences, inclusion, mental health, and remote work has on conflict management.
• Learn de-escalation strategies and how to apply them in real-time.
• Develop personalized approaches for addressing conflict and promoting workplace wellness.
• Assess one’s behavior on multiple levels.  
• Identify mindsets, language, and behaviors that create and support a healthy work environment 
• Identify strategies to manage and neutralize difficult behaviors
• Discover your default behaviors when under pressure
• Know when to seek outside help or escalate for intervention.

Course Materials

Course materials will be provided in class.

Instructors

James A. White Sr.
Entrepreneur - Master Trainer - Consultant - Executive Coach - Author

James A. White Sr. is a senior, Master Training Management Consultant and Executive Coach with over 40 years of corporate, education, and government training and development experience.  He is the owner and operator of Performance Consulting Services a business performance training, development, coaching and consulting firm located in Columbus, Ohio. James is committed to sharing his experiences, insight, enthusiasm and energy with individuals, groups and organizations. 

In addition to his education background with Capital University and The Ohio State University, he has acquired competency certifications in over 20 corporate training programs and initiatives. To date, James has successfully trained over 300,000 thousand people in a classroom environment and has co-authored a book on the topic of diversity and inclusion: A Better World: A Framework for Diversity, Inclusion & Engagement.

James has over a million hits on his Tedtalk International presentation titled: A little problem I had while trying to rent a house and he was featured in The Legacy Project – Echoing Greatness, a website designed to inspire people through the experiences and lessons learned from others. 

Known for his humorous, yet real world and impacting, informative training style, James is committed to the growth, development and advancement of all people. He has inspired people of all races, genders and backgrounds in achieving their level of performance excellence.

Melony E. Brunson
Entrepreneur - Trainer - Consultant - Advocate - Mentor

Melony Brunson is the President of Operations and Training for Performance Consulting Services. She leads the overall management of the company’s operations and client training engagement. She has a proven track record of implementing organizational assessments, designing individual and organizational performance, and business and leadership training solutions.

Melony has attained dual undergraduate degrees in Psychology and Sociology from Capital University. She is a certified True Colors International personality assessment trainer and designs customized performance–based training modules to meet their client’s needs. Versed in all aspects of training program management, Melony has over 25 years of experience implementing a wide array of business, performance development and community-based programs and initiatives. 

Committed to the growth and development of all people, Melony volunteers on numerous community outreach and social justice committees. Melony is an advocate for families and children and serves as a Marriage Life Mentor and Coach. 

FAQ's

Follow these steps to make a cancellation:

1. Refer to your registration confirmation email
2. Scroll down to "Cancellation Policy"
3. Follow link in email
4. Enter the confirmation number from the registration email
5. At the top of the page, click on “Cancel Registration” button
6. Click Finish

Follow these steps to make a substitution: 

1. Refer to your registration confirmation email
2. Scroll down to "Substitutions"
3. Follow link in email
4. Enter the confirmation number from the registration email
5. At the top of the page, click on the “Substitute Registrant” button
6. Enter the name and email of the new registrant
7. Click Next
8. Click Confirm

Waitlist
What happens if I am on a waitlist for a course? You will receive an email confirming you have been added to a waitlist. If a spot becomes available, you will be notified by email.  

CEU and CPE Policy
Attendance in this course can earn:

• 0.6 Continuing Education Units (CEUs)
• 7.2 Continuing Professional Education Units (CPEs)

Attendance is recorded at check-in at the start of the day, and full CEU or CPE credit is awarded based on an honor system, with the expectation that participants are present and actively engaged for the full MAPS course.

Course Certificate
Your course certificate will be emailed to you following the course. It will reflect your Continuing Education Units (CEUs) and Continuing Professional Education Units (CPEs) earned and your attendance of the course. 

Photography
The Ohio State University may occasionally take pictures during educational events for use in program communication. If you do not want to be photographed during this course, please email the MAPS team at glenn-training@osu.edu.

MAPS Membership 
A MAPS member receives a discounted rate of $250 for each course with the initial purchase of at least 12 credits. Each credit equals one course for one individual.

To inquire about becoming a MAPS member, please fill out the MAPS Membership Form. A Glenn College Professional Development team member will reach out to you.

Questions or want to learn more?