Staff Training programs are available live in person or virtual interactive online.

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Tame, Train, or Tolerate: the Art of Managing Difficult People

It’s a fact: some people are more difficult to work with than others! These so-called “difficult people” can be the source of so much frustration and lost productivity that they become a liability to our workplace. The other side of the same coin is the difficult people we encounter as patrons. This program is designed to teach effective methods and understandings to better deal with challenging patrons.

In this program, Martina Mathisen shows how to recognize the most common type of difficult people and shares strategies for managing these people most effectively. She also teaches practical techniques for dealing with a range of frustrating behaviors, including anger, passive aggression, manipulation, and more.

Learning Objectives

• Identifying and understanding difficult people.
  
• Strategies for working with negative people, passive aggressive people,and procrastinators.
• Conquering your own negative thinking.
• Identifying toxic behaviors and separating them from annoying behaviors
• Developing personal protocols for dealing with difficult people

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Highly Effective Non-Verbal Communications

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​How To Connect Through The Mask

“You Don’t Say!” Highly Effective Non-Verbal Communications

Sometimes it’s not what you say that counts, but what you don’t say. Depending on context, between 50 and 80 percent of our communication is non-verbal. This program explores body language and non-verbal communication in the workplace, teaching essential skills for better interoffice relationships and more effective customer service. Learn how to correctly interpret body language cues and how to be sure you are sending the right non-verbal messages.

Learning Objectives

• Understanding what body language is and how it communicates.
  
• Four fundamental types of body language and what they reveal.
  
• How to use body language to connect with others.
  
• How to avoid misunderstanding nonverbal cues.
  
• Using body language to create a powerful first impression.
  
• Establishing trust and credibility with body language.
  
• Dealing with difficult people
  

Contact Martina

Call: 847-912-7994 or Email at: Info@MartinaMathisen.com

How To Connect Through the Mask

Highly Effective Non-Verbal Communication in a Face-Masked World.

This library training program began as: “You Don’t Say!” Highly Effective Non-Verbal Communications. After the world got tipped upside down with Covid this program was customized for communication from behind a mask. Our community relations are as important as ever. New skills are needed to be effective with clients, patrons, co-workers, and senior citizens.
Learning Objectives

• Understanding what body language is and how it communicates.
• Adapting those key elements in a masked world.
• Using body language to connect with others.
• Establishing trust and credibility from behind a mask.

Utilizing specific skills to communicate better with senior citizens

Connect with Martina  Email: info@MartinaMathisen.com