Course Description:
Working in public service is fulfilling. But, let’s face it, being a public employee can also be challenging.
It requires thoughtful and effective communication with a wide range of residents, some of whom may
not be easy to deal with. As a public employee you not only need to be good at what you do, you also
need to be skilled at communicating and building relationships with a variety of people. Doing so
successfully requires a firm grasp of effective communication tactics, the ability to deal with difficult
behavior, and an understanding of how to help yourself and others thrive during times of change.

During this workshop, you will:

• Explore what it means to be an ideal team player;
• Investigate the four types of conversations and learn practical strategies to effectively communicate
in each;
• Examine what makes behavior difficult and gain tangible tactics for dealing with the five most
common dysfunctional behaviors; and
• Explore your personal reactions to change, how to increase your change flexibility, and work
effectively with colleagues and community members whose reaction to change differs from your
own.

Accommodations for Disabilities: UMTC endeavors to provide an inclusive learning environment for all. If you require special services or arrangements to fully participate in this workshop, please email Stephanie Cottrell or call 413-800-2655 at least 14 days prior to the event. Such services are provided free of charge. Also, if you have any dietary restrictions, please inform Stephanie at least 10 days prior to the event.