The difficult business issues that arose in 2020 and will certainly continue into 2021 make this an even more difficult issue to handle. Often, professionals’ resort to changing positions or moving to another area. However, difficult people are everywhere. It might be possible to avoid the 1st one or two difficult people, but how about the 3rd, 5th, 10th person you encounter? Hiding isn't a permanent solution. So rather than turn to some drastic decisions each time, why not equip yourself with the skills to deal with them?
There are tactics that professionals can use with your boss, a customer, a family member, even a stranger. Keep in mind: The closer your relationship the person, the more knowledge you’ll have of what will best work to calm things down.
When you're dealing with a person behaving unreasonably, the fear response center in your brain is going to be activated. It's up to you to engage your conscious mind in order to defuse the situation. Some of these tips are general, suggesting a mindset to cultivate.
During these course we will examine some of the most successful techniques experts have identified to utilize when working with difficult people. Some of these tactics may be difficult at first but when you know the situation, understand the people involve, the tactics can effectively help de-escalate the issue and provide a sense of calm to the discussion.
More specifically, topics covered will include:
- Most successful techniques experts have identified to utilize when working with difficult people
- Recognize the situation
- Understand the people involve
- Tactics can effectively help de-escalate the issue
This webinar will be of interest any practitioner, management, staff ,etc.
Professional Development Credits
Wolters Kluwer professional development programs are designed to meet the continuing education requirements of a variety of professional associations. These requirements do vary by association and region. Please consult your provincial association to ensure this webinar meets the continuing professional development standards for your specific situation.
Registrations for each Live Webinar are available until the start of each program. We reserve the right to substitute speakers in the case of instructor illness. In the event that we must cancel a Live Webinar, all registrants will be notified immediately and given the opportunity to either transfer their registration to another Live Webinar or a Recorded Webinar or obtain a refund. For all Live Webinars that are recorded, participants will have access to the recording for three months following the Live Webinar. Partial credit will not be awarded for attendees that are not present for the entirety of the Live Webinar. Credit will not be awarded if an attendee does not answer all of the polling questions (where applicable). Additional credit will not be awarded due to the instructor presenting over the allotted time.
This Webinar Includes:
- 30 days to review the webinar recording
- Print version of the presentation slides
This webinar is being presented by Lynn Fountain.
Lynn Fountain has over 38 years of experience spanning public accounting, corporate accounting and consulting. 20 years of her experience has been working in the areas of internal and external auditing and risk management. She is a subject matter expert in multiple fields including internal audit, ethics, fraud evaluations, Sarbanes-Oxley, enterprise risk management, governance, financial management and compliance. Lynn has held two Chief Audit Executive (CAE) positions for international companies. In one of her roles as CAE, she assisted in the investigation of a multi-million-dollar fraud scheme perpetrated by a vendor that spanned 7 years and implicated 20 employees. The fraud was formally investigation by the FBI and resulted in 5 indictments estimating a $13M fraud loss.
Ms. Fountain is currently engaged in her own consulting and training practice. She is a highly sought-after trainer and international speaker. In addition, Ms. Fountain has assisted numerous companies with enterprise risk management frameworks, internal audit processes and financial accounting. She also serves as a discussion leader for the AICPA for numerous classes finance, accounting and risk management topics.
Ms. Fountain is the author of three separate technical books. Her first book released in 2015 by the Institute of Internal Auditors Foundation is entitled “Raise the Red Flag – The Internal Auditors Guide to Fraud Evaluations”. Her second book “Leading the Internal Audit Function” was released in October 2015 by Taylor & Francis Publications. This book serves as the initial launch for a series of leading practice internal audit and information technology publications. Her third book “Ethics and the Internal Auditor’s Dilemma” was released in December 2016.
Ms. Fountain obtained her BSBA from Pittsburg State University and her MBA from Washburn University in Kansas. She has her CPA, CGMA, CRMA credentials.