Conflict Management Series, Part 1: 
Keeping Your Cool When You Come Under Attack By An Irrational Person

Course Type: Webinar
Contact Hours: 1.0

Wednesday, March 22, 2017

  • Pacific: 9:00am - 10:00am
  • Mountain: 10:00am - 11:00am
  • Central: 11:00am - 12:00pm
  • Eastern: 12:00pm - 1:00pm

Members: FREE
Nonmembers: $20

Course Description:

We’ve all at one time or another worked up the courage to have a conversation with someone only to find that a few words into the discussion the other person begins lobbing bombs at us.  We feel our pulse quicken, become sick to our stomachs, defensive and wondering what we can do to keep ourselves from walking away defeated.  Our first impulse is to try to reason, argue or ignore the irrational person and what we quickly learn is that the encounter escalates.

Irrational people typically follow a predictable pattern and the key to successfully preparing for and not falling apart when you face them can make all the difference in changing the dynamic of the conversation.  This conversation today will give you a brief look into the science behind the other person’s irrational behavior, tips for how to recognize it when it is happening and lastly how to keep yourself from being triggered into becoming defensive and slipping into irrationality too.

Course Outcomes:

Upon completion of this session, the learner will be able to:

  1. Explain why people behave irrationally and how that behavior impacts them.
  2. Identify measures to be taken in conflict situations with an irrational person.
  3. Discuss how to keep cool in the moment.

Please note: This webinar is part of a series. Be sure to register for Part 2: Now That You’ve Kept Your Cool, How Do You Deal With The Irrational Person, scheduled for Wednesday, March 29, 2017.

The American Association of Occupational Health Nurses, Inc. (AAOHN) is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.

The American Association of Occupational Health Nurses, Inc. is additionally approved as a CNE provider by the California Board of Registered Nursing (#CEP9283).

Presenter Information: 

Brilliant leadership doesn’t just happen.  It’s intentional.  And the way someone becomes the leader they dream of is by discovering EXACTLY what works for them. That’s where Susan Gilell-Stuy, BA comes in.  She helps people discover their unique leadership compound—their formula—to reach their zenith. And she guides them to make it work in their day-to-day interactions.  She also works as a strategic partner to other coaches, helping them build and flawlessly execute a focused business plan that ensures a robust, sustainable demand for their services.  Susan is not a theoretical coach. She’s run businesses and led teams inside a handful of major companies, (think JP Morgan Chase, Merrill Lynch, Prudential and AT&T), so she’s steeped in the real world, and understands the stresses and demands of busy executive life. Life—not to mention great work—is measured by what we give and how we influence others. Susan measures her own success by how quickly the trustful rapport she has with her others delivers results and influence.  And strict confidentiality is her stock-in-trade.

AAOHN Education Joint Provider:

University of Michigan Center for Occupational Health and Safety Engineering


Handouts will be available closer to the webinar date.

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