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Continuining Education

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Office of Continuing Education & Off-Campus Programs
Courses, Workshops & More
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Office of Continuing Education &
Off-Campus Programs

8695 College Parkway
Suite 1181
Ft. Myers, FL 33919

Phone #s: all area codes are 239
Continuing Education: 425-3270
Institute of Government: 425-3271
Renaissance Academy: 425-3272
Fax:  425-3260

Dealing with Angry and Difficult People: How to Diffuse Confrontational Situations

angry difficult peopleThis program, offered in a four hour format, shows various ways of dealing with angry and difficult people.

Presented by Dr. David Kelley, the program starts with discussing how to resolve conflict by confronting the problem—but not the person.  There will be several role plays on de-escalating an angry encounter.

After reviewing with the group the results of the survey, the presenter will discuss how to resolve conflict by confronting the problem—but not the person.  There will be several role plays on deescalating an angry encounter.

Participants will learn how to effectively confront a personal or organizational conflict and to develop a resolution to that conflict without exacerbating the situation or falling into the trap of blaming.  The presenter also covers how to avoid escalating an angry encounter that is very practical and ends with a role play that locks the learning in for the participants.

This will be followed with a very hands on practical section acquaint participants with the elements of Transactional Analysis, especially where it stresses communicating from the "adult" and not "parent to child."

For over 25 years, Dr. David Kelley has taught a course on “Dealing with Angry and Difficult People.”  He also provides anger management for people under court orders for the Domestic Violence Division of the 20th circuit.  Dr. Kelley has worked with the Ft. Myers, Cape Coral, and Sanibel police departments, as well as the Lee, Collier, and Charlotte county sheriffs’ offices.

Upon completion of the program, each participant will receive a certificate.

For more information about this program, contact Dr. Robert Peterson at 941-626-9134 or