Sep. 23, 2020

9:00am - 12:00pm

Virtual Training

Civil Conversations: Turning Emotionally Charged Confrontations into Constructive Discussions

When a frustrated member of the public confronts you or an upset colleague comes your way, how you react can determine the entire trajectory of the conversation, turning it into an emotionally charged contest of wills or a calm, reasoned discussion. In this interactive and practical workshop, you’ll learn how to achieve a calm, reasoned conversation in even the most heated situations, including:

  • The signs of emotional escalation during confrontations
  • The common mistakes that escalate frustration and conflict further
  • How to help people calm down and communicate more reasonably with you
  • How to be assertive and get heard without escalating matters

This course qualifies for 3 SHRM PCD recertification credit hours

  • Tammy Lenski

    Tammy Lenski

    Dr. Tammy Lenski is a mediator, executive coach, speaker, and the author of two bestselling conflict resolution books. Since founding her conflict resolution firm in 1997 she’s helped thousands of leaders and managers worldwide turn organizational and team conflict into collaboration. Recently featured in both Inc. and Bloomberg Businessweek, Tammy was honored in 2014 by the Association for Conflict Resolution for innovative and pioneering work in her field. She lives in Peterborough, NH.



This program has been approved for PDC recertification credit hours toward SHRM-CP and SHRM-SCP recertification through the Society for Human Resource Management. For more information about certification or recertification, please visit the SHRM Certification website at

As an IACET Accredited Provider, Primex3 offers CEUs for its programs that qualify under the ANSI/IACET standard.

Learn more about the IACET CEU

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