I have presented multiple times at the American Association of Women in Community Colleges. Two of those presentations are noted here:
Storyclouding™ – Self Care and Storytelling: Shift Your Narrative (AAWCC 2016 Fall Conference, portraits created using templates).
Skill-building in Conflict Management for Peer and Servant Leaders (AAWCC 2014 Fall Conference, notes below the fold)
The links below are a collection of the resources I used while preparing this presentation. Some participants asked for specific scripts, but there aren’t any I can find so I recommend writing your own. These pages cover a variety of situations, but most emphasize a similar approach – personal calmness, low tone of voice, empathy, listening, and so on.
- http://www.medicalteams.org/docs/default-source/Volunteer-Materials/preventing_and_diffusing_anger_and_hostility.pdf?sfvrsn=2 (extensive, geared toward aggression/hostility)
- http://www.togetherwecan.fcs.msue.msu.edu/Portals/0/Module3/Part6/TWC_Module3_pt6.pdf (focus on parenting, but some good forms near the end of the file)
- http://ietrainings.org/3231 (difficult conversations w/students – great handout)