The managing difficult situations webcasts offer financial aid professionals of all levels helpful tips for improving communication skills and resolving conflict, stress and difficult situations.

Webcasts are scheduled from 1-2 p.m. Pacific time on the dates listed below and will cover the following topics:

• June 23 — Dealing with Customers in Difficult Situations
• June 30 — Effective Communication Between Generations
• July 7 — Identity Theft
• July 14 — Managing Conflict
• July 21 — Managing Stress
• July 28 — Personalities in the Workplace

Dealing with Customers in Difficult Situations. Dealing with emotional customers can be challenging. Understanding a customer’s needs and offering solutions is the key to handling these types of situations. This session provides helpful tips on how to calm an emotional customer, and teaches you how to look for win-win solutions and resolve conflict with education and training.

Effective Communication Between Generations. This session will open the door to better understanding of the many generations within the work world.  Learn details about each generation and the factors that motivate them. Understanding the differences will help improve communication, make project teams more effective and enable staff to better relate to each other and students.

Identity Theft. A concern to all consumers, the threat of identity theft requires that students and employees of postsecondary institutions know how to protect their own and their customers’ confidential information. This session summarizes the types of identity theft, explains how identities can be stolen, offers precautions for preventing identity theft, and provides steps to take if identity theft occurs.

Managing Conflict. Learn to value differences, listen to understand, speak to be understood, negotiate and mediate, and work toward synergy.

Managing Stress. By taking good care of yourself, organizing your workload and being proactive, you can counteract the affects of stress and even see positive outcomes. The session includes a brief quiz to help you determine your personal stress level and offers tips for managing stress.

Personalities in the Workplace. Understanding different personalities and how to work with them can increase the effectiveness of your communication, which in turn positively affects your customer service. This session reviews the different types of personalities you may encounter at work.

Select webcast in the drop down list and complete the information on the next page to register for a workshop.