Trainer: Ruben Rivera-Jackman, MNPL
Conflicts are natural in all walks of daily life, both at workplace and home. This session will introduce the common characteristics and traits associated with difficult people. While such characteristics and traits may be generalizations, you may find these characteristics and traits in a few of the people in your workplace, amongst your friends, or even a loved one. Dealing with difficult people and situations requires both tact and strength. You really cant manage someone whos being difficult, until you see the world through his or her eyes. What seems to be helpful is to establish the personality type that seems to fit the person you are dealing with and from this youll be able to handle the situation better. Remember that there are no difficult people, only different ones.
Learning Objectives Attendees will be able to:
1. Enhance their understanding of the common characteristics and traits of people who exhibit difficult behaviors.
2. Gain self-awareness regarding triggers.
3. Learn how to diffuse and de-escalate difficult situations.
4. Identify practical conflict management tools.
Ruben Rivera-Jackman, MNPL, speaker, trainer and nonprofit leadership consultant, has an accomplished 25+ year career as a nonprofit leader, with practical experience in, and solid understanding of, a diverse range of management, program development and service delivery applications. Mr. Rivera-Jackman has a passion for working with, and advocating on behalf of, older adults, and has a natural ability for providing instruction and training for adult learners. In February 2017, Ruben accepted a new opportunity to serve as the new Director of Resident Services for the Senior Housing Assistance Group (SHAG), one of the largest non-profit affordable housing providers in the Puget Sound area. SHAG manages 41 LIHTC communities serving over 5,000 older-adult households. He previously served for 12 years as a Senor Resident Services Manager at the King County Housing Authority. Mr. Rivera-Jackman was the recipient of the 2011 American Association of Service Coordinators (AASC).