Pre-Work: OWL: Handling Difficult Situations/Clients Question Title * When you think of challenging situations and/or clients, which of these apply: Unrealistic expectations Different communication styles Conflict Miscommunication Demanding personalities High pressure situations Demanding environment Other (please specify) Question Title * Consider a challenging situation you had recently - what made it difficult? Question Title * Share one strategy you use to keep calm in difficult situations: Question Title * What would you like to learn in this session? Done