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Resident EMI Template Version 1.0

Resident EMI Template Version 1.0.

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Resident EMI Template Version 1.0

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  1. Resident EMI TemplateVersion 1.0 The following visuals are provided as part of an EMI Resident Course Template. These visuals accompany the EMI course template Instructor Guide (IG), Student Manual (SM), and Plan of Instruction (POI) as part of the complete EMI template. Please refer to the IG, SM, and POI templates for more information.

  2. E000Resident EMI Template

  3. Administrative • Emergency exits • Restrooms • Pagers/cell phones • Timesheets

  4. Course Goal To provide the participants with the tools and confidence to become more effective in dealing with difficult people. Visual 1.2

  5. Course Objectives • Identify the behaviors of difficult people. • Describe different techniques for handling difficult people. • Explain the differences in dealing with difficult people in crisis situations. • List ways to recognize whether you are being a difficult person.

  6. Introductions • Name • Position/organization • Disaster experience • Course expectations

  7. Difficult People Everyone has dealt with a difficult person. • How did you manage the situation? • Was it resolved? • How did you feel afterward?

  8. Identifying Difficult People Where might you encounter difficult people?

  9. Identifying Difficult People (Continued) • Everyone is difficult at some point in time. • There are difficult people in every situation. • We all react to situations differently, and we may not realize we are being difficult. • Difficult people do not just go away.

  10. Identifying Difficult People (Continued) What types of behavior make a difficult person?

  11. Activity 1:Describing Difficult BehaviorsAllotted Time: 20 minutes

  12. How to Deal with a Difficult Person Do’s and Don’tsWhat are some things to do and not do when dealing with difficult people?

  13. How to Deal with a Difficult Person (Continued) Non-Verbal Communications

  14. How to Deal with a Difficult Person (Continued) L. A. S. T.Listen Apologize Solve Thank

  15. Activity 2:Applying L.A.S.T.Allotted Time: 20 minutes

  16. Course Summary Template Instructions: Complete text not reflected on this visual due to size limitations. Visual 1.14

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