Pre-Work: OWL: Handling Difficult Situations/Clients

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* 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)

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* Consider a challenging situation you had recently - what made it difficult?

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* Share one strategy you use to keep calm in difficult situations:

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* What would you like to learn in this session?