A one-day seminar for women in today’s fast-paced, ever-changing workplace

Conflict Resolution Strategies for Women How to positively address any difficult situation without giving in or stepping on others. Should you attend? Take this quick quiz … 1. Have you ever seethed in silence when you knew you should speak up?

Register Today! Call 1-800-556-3009

2. Do you sometimes get angry and make things worse? 3. Do you avoid certain people (even when you need to work with them)? 4. Are people taking advantage of you?

Fax 913-967-8847

5. Have you ever been criticized as being “difficult” to work with? 6. Do you often compromise and wish you hadn’t? Too many “yes” answers? This seminar offers the solutions you’re looking for.

Create a calmer, more productive workplace — and work life. See inside to find out how …

www.careertrack.com or 1-800-556-3009

Online www.careertrack.com Mail CareerTrack P.O. Box 219468 Kansas City, MO 64121-9468

What comes to mind when you hear the word

conflict? Anger? Shouting? Finger-pointing? Grudge matches? People out of control … and at each other’s throats?

t doesn’t have to be that way. Conflict can be civil, nonaccusatory … even positive. In fact, a certain amount of conflict is good for your workplace.

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The truth is, most conflicts can be resolved without hurt feelings, angry accusations, or shouting. And when conflict is managed correctly, it’s a healthy way to explore different ideas and options … strengthen relationships with coworkers, clients, customers, and superiors … and arrive at creative solutions that benefit everyone. “That’s great,” you’re thinking, “but you haven’t been around my office lately. Some of the people I work with are impossible!” It doesn’t matter. The psychologically sound, easy-to-implement techniques you’ll learn at this seminar are proven to work in a variety of situations — from minor squabbles to potentially explosive incidents.

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You’ll learn how to rein in your own anger and handle your emotions more effectively You’ll discover specific words and actions that will help defuse tension, keep tempers from flaring, and calm people down You’ll master confrontational tactics that are guaranteed not to provoke or upset people

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You’ll see why it’s OK to leave some conflicts unresolved

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You’ll find out how to offer feedback to others in ways that won’t leave them feeling defensive

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You’ll know how to use diplomacy and tact to create win-win situations for everyone

The result? You’ll be able to focus more on your work instead of your anxiety and frustration. Your relationships with your team members, boss, and other business associates will improve dramatically. You’ll feel less stressed, and your overall sense of well-being will be stronger because you’ll see that things really can be worked out.

A calmer, more peaceful “you” is just one eye-opening day away! Seats fill fast — reserve your spot today:

1-800-556-3009 or www.careertrack.com

Gain skills to help you put a positive spin on conflicts of all shapes and sizes … Conflict handled the wrong way …

Conflict handled the right way …

Breaks down communication and produces a climate in which all parties are “out for themselves”

Encourages people to solve problems together through open communication

Saps people’s energy, increases stress, and undermines productivity

Helps coworkers focus on solutions, re-energize, and create a positive, supportive environment

Discourages cooperative relationships and drags down team spirit

Builds stronger relationships and more effective teams

Leads to finger-pointing, back-stabbing, and unconstructive criticism

Highlights real issues and encourages win-win strategies

Breeds a hostile, chaotic work environment

Contributes to a calmer, less stressful workplace

Causes otherwise reasonable coworkers to become enemies

Creates allies who can “agree to disagree”

Why a for-women-only seminar on conflict? Women today don’t necessarily face a greater amount of conflict than men do, but we view conflict — and react to it — in a different way. Most men, for instance, learn as boys that competition is fun … winning is important … and being aggressive is acceptable, even necessary. Many women, on the other hand, learn in early childhood that conflict is something to be avoided. This program is designed to give you the specialized training you need to confront difficult people and situations with confidence.

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You’ll learn to control your anger and frustration and find strength where and when you need it

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You’ll become aware of specific words and behaviors that reflect your authority and encourage others to respect you

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You’ll discover how to assert yourself without being labeled as “aggressive”… or worse

One more reason this program is “for women”: When you share a learning experience with your peers, you’ll enjoy the opportunity to discuss sensitive issues in a safe, comfortable setting, with encouragement and support from the group. 3

Learn to stay calm, cool, and in control — no matter who or what gets under your skin

Seminar content Why conflict occurs — and what you can do about it

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How becoming a better listener helps you see both sides of an issue

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Why conflict is inevitable, and a fresh, positive way to look at it

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The 2 primary causes of conflict (and how understanding them leads to quicker resolution)

Are you part of the problem? How to overcome personal “hurdles” that may hold you back from a positive outcome

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7 rules for “fighting fairly”

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Why people become enemies, and how to break the behaviors that lead them there

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Red flags that warn conflict is brewing, and what you can do to prevent escalation

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Specific ways to create a more positive and cooperative climate for conflict resolution

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The #1 misstep that keeps people at each other’s throats

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Effective ways to resolve conflicts between teams and departments

Problem-solving skills that encourage a win-win approach to conflict

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How to encourage others to address problems, instead of getting bogged down in personal vendettas

Special conflict resolution issues for women

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How to break the automatic link between your emotions and your actions

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Why you must overcome the tendency to “give in” just to avoid uncomfortable situations

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Communication differences between men and women — what they are, and how to use them to your advantage

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What to do when you feel yourself getting too emotional, or even teary-eyed

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From conflict to problem solving: 4 steps that make it happen

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How to come across as assertive, not aggressive

How to separate the person from the problem — what it really means and how to do it

What to do when you feel misunderstood

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Mediation: knowing when a third party would be useful, and how to recruit one (or be one)

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What to say to get what you need: 5 classic conflict resolution strategies, and how to use each

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The difference between valid feedback and a personal attack

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How to say no to others without feeling guilty

“Buying concessions” — how to get a concession from the other party without giving up too much yourself

How to keep the communication lines open during conflict

Conflict Resolution Strategies for Women

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How to know when to give in and when to insist

WORKBOOK

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When someone’s really upset — avoiding the trigger words that are guaranteed to make things worse

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What to do when disagreements turn into arguments — and threaten to spiral out of control

Included in your tuition is a softcover summary of the key points you’ll cover throughout the day. It simplifies note taking … makes following along easy … and will serve as a trusted “memory jogger” if you ever need it later on.

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How to offer negative feedback with a positive spin

Attend with your team

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Are you subconsciously encouraging contentious behavior? Here’s how to tell

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How to generate new options when both sides are stuck

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Simple ways to build better relationships with the people who drive you crazy

6 contentious tactics and how to respond to them

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Ingratiation: Does someone suddenly want to “be your best friend”? What to do when you suspect a person’s motives are less than honorable

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Manipulation: How to prevent others from making you feel guilty through blaming, sarcasm, sulking, and other manipulative behaviors

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Promises: What to do when people make repeated promises that are “too good to be true”

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One-upmanship: Techniques for dealing with people who keep you waiting, interrupt you, cancel meetings, or “go over your head”

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Threats: How to handle both spoken and unspoken threats without losing your composure

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Irrevocable commitments: What to do when someone gives you a “take it or leave it” ultimatum

Your free course book makes sure none of this training escapes you!

Conflict management skills are considered essential for teamwork. This seminar is an easy, convenient way for your team to gain these skills.

What past participants say … “Taught me how to confront without causing more hard feelings.” – Gerri Keene, pharmacist, Medical Center Hospital

“I walked away feeling good and empowered, with tools and guidelines to put into action changes in my life.” – Constance M. Bessette, patient relations, Rand Eve Institute

“… highlighted the need to overcome our fears in dealing with conflict and confrontation, for a ‘positive’ outcome for all.” – H. Bokalo, manager, customer service, Bell Canada

Enroll Today!

1-800-556-3009 or www.careertrack.com 5

ON-SITE TRAINING SOLUTIONS Get the Results You’re Looking For! Bring our powerful, high-impact training programs to your organization and show your employees that you’re serious about their professional growth and achieving critical organizational goals and objectives.

Choose From Over 150 Courses! From management development to customer service, our comprehensive library of courses provides a learning experience that is engaging, interesting, and intriguing!

Tailor the Training to Meet Your Specific Needs! We’ll help you choose the appropriate courses for your organization and tailor each one to address your specific goals, issues, and scheduling concerns.

Maximize Your Training Budget! On-Site Training allows you to train work groups, teams, and entire departments for less than the cost of traditional public seminars or other training options. Give your staff the skills, knowledge, and confidence they need to meet tough workplace challenges head-on, realize their full potential, and perform at their peak. For a free consultation, visit us online at

www.careertrack.com or call us at 1-800-944-8503 today!

Guaranteed Results! All of our seminars are 100% SATISFACTION GUARANTEED! We’re confident that this seminar will provide you with the tips and techniques you need to manage conflict. If for any reason you are dissatisfied, send us a letter (Attn: Customer Relations) within 30 days of your seminar attendance stating the reason you were not satisfied, and we’ll arrange for you to attend another one of our seminars or receive a full refund — hassle-free. 6

AFFORDABLE TUITION / GROUP DISCOUNT Enroll Today! Hurry, our seats fill fast. Guarantee your enrollment and pay your enrollment fee today! A confirmation will be e-mailed, faxed, or mailed to you once your registration is completed. Please make your preference known at time of registration. Payment is due before the program. Express Seminar Enrollment! Please be sure to provide us your with your e-mail address or fax number and check the Express Seminar Enrollment box on the registration form. You will receive your e-mailed or faxed confirmation within 48 hours of our receiving your e-mailed, faxed, or mailed registration form. PROGRAM SCHEDULE Check-in: 8:30 a.m. – 9:00 a.m. Program: 9:00 a.m. – 4:00 p.m. CANCELLATIONS AND SUBSTITUTIONS You may cancel your registration up to 10 business days before the program. Your registration fee will be refunded less a cancellation fee. If you need to cancel less than 10 business days prior to the program, you may 1) send a substitute from your organization or 2) transfer your registration fee to another program of your choice that is scheduled within 12 months of your original event. Please note that if you don’t cancel and don’t attend, you are still responsible for payment. Substitutions may be made at any time. Please Note © We will e-mail, fax, or mail your confirmation to you once your registration is completed. © You will be notified by e-mail, fax, and/or mail if any changes are made to your scheduled program (i.e., date, venue, city, or cancellation). © Walk-in registrations will be accepted as space allows. © Please, no audio and video recording. See your program leader for audio and video program availability. © Lunch and parking expenses are not included. © If using a purchase order, please attach it to a completed registration form and mail to us right away. © You will receive an attractive take-home Certificate of Attendance at the end of the program — great for framing or including in your personnel file. © Payment is due before the program. TAX-EXEMPT ORGANIZATIONS If you are tax-exempt, enter your tax-exempt number in Section 6 on the Registration Form. Please mail or fax a copy of your Tax-Exempt Certificate to us for payment processing. Thank you. TAX DEDUCTION If the purpose of attending a CareerTrack seminar is to help you maintain or improve skills relating to employment or business, relating to the program may be tax-deductible according to I.R.C. Reg. 1.162-5. Please consult your tax adviser.

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Register Today!

Call 1-800-556-3009

Online www.careertrack.com

Fax 913-967-8847

Mail CareerTrack P.O. Box 219468 Kansas City, MO 64121-9468

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A one-day seminar for women in today’s fast-paced, ever-changing workplace

Conflict Resolution Strategies for Women

Register Today! Call 1-800-556-3009

How to positively address any difficult situation without giving in or stepping on others.

Fax 913-967-8847

Have you ever …

•

Purposely avoided (even hidden from) a colleague … because you didn’t want to face an uncomfortable showdown?

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Gotten so angry at someone that you had to leave the office for a while to cool off ?

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Been shouted at by a coworker?

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Wished you knew a tactful way to deliver unpleasant news?

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Held your tongue to avoid a confrontation — even when you knew you were right?

Online www.careertrack.com Mail CareerTrack P.O. Box 219468 Kansas City, MO 64121-9468

Create a calmer, more productive workplace — and work life. See inside to find out how …

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