I am a Professional Certified Coach, Licensed Clinical Social Worker, and Certified Employee Assistance Professional based in Los Angeles with 25 years of professional experience dealing with "upset," i.e. angry, aggrieved, hostile, and sometimes fundamentally unreasonable individuals--and the unlucky people that have to work with them.
I have trained hundreds of professionals in Managing Upset®; coached C-level executives with volatile teams; facilitated over 350 workshops; taught graduate-level courses in forensic social work; worked in complex, highly diverse organizations; and published a book and dozens of articles and video clips to help people gain advantages in the workplace.
I hold a Master of Social Work degree from the University of Southern California with a concentration in Industrial Social Work, and received my Bachelor of Arts degree in Anthropology from the University of California, Berkeley.
Managing Upset training has been highly sought and heavily attended by hospital administrators, medical services/ departments, charge nurses, physicians, HR administrators and managers, employee relations professionals, training and learning specialists, attorneys, and entire staffs of business units.
My own Managing Upset highlights include:
I have trained hundreds of professionals in Managing Upset®; coached C-level executives with volatile teams; facilitated over 350 workshops; taught graduate-level courses in forensic social work; worked in complex, highly diverse organizations; and published a book and dozens of articles and video clips to help people gain advantages in the workplace.
I hold a Master of Social Work degree from the University of Southern California with a concentration in Industrial Social Work, and received my Bachelor of Arts degree in Anthropology from the University of California, Berkeley.
Managing Upset training has been highly sought and heavily attended by hospital administrators, medical services/ departments, charge nurses, physicians, HR administrators and managers, employee relations professionals, training and learning specialists, attorneys, and entire staffs of business units.
My own Managing Upset highlights include:
- Disarming a personal injury attorney, whom my dog had bitten. Result: no lawsuit
- Disarming a colleague, who felt offended by an email I had sent. Result: no complaint to supervisor or HR
- Disarming a new client, who was enraged about an appointment being canceled due to an emergency and proclaimed to "fire me." Result: I was "un-fired," retained the client, and built a productive relationship that has lasted two years and counting
