[Baynet] Infopeople's "Making Difficult Conversations Easier" workshop

[Linda Rodenspiel]

Since some people who may be interested in participating might not receive
this notice directly, we would appreciate it if you would print and post or
route this announcement to staff and colleagues. Thanks!

Title:  Making Difficult Conversations Easier

Dates and locations:

Monday, February 25, San Francisco Public Library
Thursday, March 13, Los Angeles Public Library
Monday, March 17, San Bernardino County Library
Thursday, March 20, Belle Cooledge Library (Sacramento)
Friday, March 28, Buena Park Library District
Tuesday, April 1, Alameda County Library
Tuesday, April 15, San Diego County Library Headquarters

To register for this workshop:  Use the online registration form at
http://infopeople.org/workshop/368

Fee:  There is a $75.00 fee for this workshop.


What factors make certain conversations in the library "difficult"? For some
it might be that a specific topic is uncomfortable. For others, it may be
that certain circumstances make us feel awkward. Often, we know that if the
conversation is handled badly, it will result in serious repercussions. In
some instances speaking up (or down) "the chain of command" is stressful.
For many, it often comes down to personality and style. Some people really
are difficult to talk to in any situation. And some of us simply have a
difficult time talking to certain people - period.


During this workshop participants will: 

--learn how to approach a difficult library conversation in a way that
assures success. 
--learn to understand the factors that make some library interactions more
uncomfortable than they should be. 
--learn the basics of good interpersonal communication that makes ALL
conversations easier. 
--learn how timing and focus can help us make difficult conversations
easier. 
--learn how to set goals and priorities so that difficult library
conversations have positive outcomes. 
--learn the incredible value of reframing in difficult conversations. 
--learn to recognize and deal effectively with "difficult personalities" 


Workshop Description: This unique one-day workshop uses lecture, discussion,
and individual and group exercises to teach participants effective,
practical, and positive skills for making the most difficult conversations
easier and more productive. 


Preliminary Course Outline

THE BASICS - BETTER INTERPERSONAL SKILLS MAKE FOR EASIER CONVERSATIONS

Attending Skills Are 65-85% Of The Game 
--Your posture creates involvement 
--Appropriate body motion 
--The eyes have it 
--The environment 
Keeping Track - Following Skills 
--Getting it started 
--Keeping it going 
--Useful questions 
--Silence is golden 
Reflecting Back - Staying Connected 
--Paraphrasing 
--Reflecting and clarifying feelings 
--Reflecting and clarifying meanings 
--Tying it together 
The Total Effect 
--Exceptions to every rule 

IDENTIFYING THE SUBJECT - TEXT AND SUB-TEXT

The Big Question - Confront Or Avoid? 
--Timing is everything 
--Are you afraid? 
--Guaranteed - how to turn a molehill into a mountain 
It's Usually Not "Fact Or Fiction" 
--It's more like "Rashomon" 
--Hidden issues? You bet! 
Feelings Before Facts 
--Which carries more weight? 
--Which gets handled first? 
Personality Or Process? 
--What's their investment? 
--Where should your investment be? 

TURNING CONFLICT INTO COOPERATION

Keep Light - No "Position" is Totally Intractable 
--Identify the problem 
--There is magic in reframing 
Focus - Difficult Conversations Are Not Casual Chit-Chat 
--Have an outcome in mind 
--Compartmentalize your emotions 
Outcomes and Solutions 
--Don't stand on principle 
--The goal is to MOVE FORWARD! 
Context - Separate People from the Problem 
Helping "Difficult Personalities" 
--Don't be a slave to the emotions of others 
--The Bulldog, The Bully, The Blamer, The Martyr, "Mr. Teflon", The Liar,
"Ms Fragile", The Easily Insulted, The Instigator, and other favorites... 

FACE TO FACE - WALKING THE WALK & TALKING THE TALK

OK. Let's Hold Some Difficult Conversation 
--What are the steps? 
--What are the rules? 
--Let's practice! 

Instructor:  Edmond Otis. Edmond Otis, Senior Consultant with Baron Center,
Inc. and President of Edmond Otis & Associates, combines experience as a
licensed psychotherapist (MFT 31194), author, trainer, and accomplished
university educator, with 37 years of intense traditional karate practice.
(He is internationally recognized as a world-class competitor, instructor,
and coach.) Edmond blends these distinctive skills and insights into
training programs that apply classic martial art principles and cutting edge
research to life's most difficult personal and professional
challenges-creating practical strategies and effective interventions for
difficult workplace situations.

Who Should Attend: This training is appropriate for everyone in the
California library community that interacts (face-to-face, by phone, by
email) with co-workers and members of the public. 

Prerequisites: None 


Other Logistics:

*On-site check-in is from 8:30-9:00 AM;  instruction is from 9:00 AM-4:30
PM.

*Maps, directions, and parking information are available on the Infopeople
Web site at http://infopeople.org/WS/workshop/Directions 
Infopeople does not validate or pay for parking.

*Infopeople does not provide refreshments or lunch.  Since some training
locations do not have in-house or convenient food service, Infopeople
recommends that participants bring a sack lunch.

To view a complete list of Infopeople workshops and for general information
about Infopeople training opportunities, go to the main Infopeople Workshops
page at http://infopeople.org/WS/workshop

If you have questions about registration or scheduling of workshops, please
contact Linda Rodenspiel, the Infopeople Project Assistant, at
assist at infopeople.org or by phone at 650-578-9685.
Linda Rodenspiel, Infopeople Project Assistant
assist at infopeople.org
voice: 650-578-9685  fax: 650-349-5089
http://infopeople.org/


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