Includes the following seven programs:

• Handling Anyone Difficult - Steve teaches Carlos 6 key skills so problems don't escalate with difficult people. (8 Minutes)
• Diffusing Anger - Marcus runs a training session to help staff manager anger, and invites Serena as the anger management expert, which makes Carol angry. Marcus uses a toy crocodile and some boxing kangaroos to get the messages across, but when Michael and Sam are asked to demonstrate their anger management skills the role-play escalates into an embarrassing situation. (9 Minutes)
• Resolving Conflict - A great program on essential skills for preventing and resolving conflict with best outcomes. (9 Minutes)
• Mediating for Resolution - Learn excellent skills for controlling respectful exchanges and facilitating solutions. (9 Minutes)
• Surviving Team Conflicts - Carol mediates a dispute between Sanjay and Casey, who has a pet at work. Sanjay is aggressive while Casey is non-assertive. Carol finds the middle ground but later Sanjay argues with Mana and reveals his hand in the disappearance of Casey’s pet. Sanjay has time to rethink his intimidating ways and offers Casey a stuffed ‘pet’ as a peace offering in Marcus’ team building session. (6 Minutes)
• Giving Hygiene Feedback - The team becomes aware of Sanjay’s body odor, and subtle remarks don’t help. Alex tries an anonymous gift of personal hygiene products on his desk – that backfires. Carol prefers a more direct approach, whilst Marcus opts for a more gentle, team-building approach. Carol confronts Sanjay insensitively and he gets offended and defensive. Carol escalates the argument to include Marcus, who finds a solution that suits everyone. (9 Minutes)
• Managing a Complainer - Barney, a neighbor, is irate because his car is blocked in, and gets more angry to discover staff who do not speak English and that Carlos is no longer cleaning the garage and is now the new receptionist. Carlos tries to show empathy for Barney but it backfires. Carol escalates the anger whilst Marcus demonstrates his effective conflict resolution skills to bring the situation under control. (9 Minutes)