Conflict Management Series, Part 2: 
Now That You’ve Kept Your Cool, How Do You Deal with the Irrational Person

Course Type: Webinar
Contact Hours: 1.0

Wednesday, March 29, 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:

Preparing yourself for that challenging conversation with a person who pushes all your buttons, and is irrational, can be one of the most daunting things you’ll ever do. Yet moments like this are inevitable and you need more than courage—you need the right strategy to emerge unscathed and in a stronger position the next time.  Finding that right strategy—the one that will help you deal with the irrational person and break through is essential to resolve these situations in a productive way.  This webinar will briefly re-visit how to recognize when someone is behaving irrationally, how that behavior impacts you and what you need to do to cool down before engaging the other person.  It will then take a deep dive into how to enter the world of the irrational person in a non-judgmental way so that you can understand the reason for the behavior, show the other person that you’re not a threat by empathizing with them and lastly work toward a resolution. You will learn the skills and tips you need to guide the conversation toward a more productive outcome once you’ve calmed the other person down.

Course Outcomes:

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

  1. Identify key tactics for dealing with irrational people.
  2. Describe how to know when the irrational person may need professional help (when irrationality is really mentally ill).

Please note: This webinar is part of a series. Be sure to register for Part 1: Keeping Your Cool When You Come Under Attack by an Irrational Person, scheduled for Wednesday, March 22, 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.

Register for This Webinar