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; 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, attorneys, and entire staffs of business units.
Here's what people say...
"Your compassionate disarming technique may have saved a relationship today. I was confronted by a client due to a misunderstanding and threatened with termination of our partnership. Before responding, I took out the book and re-read your chapter, using it as my coach while I wrote my response. I never even got to catch him on the phone before he backed down and said we were all good. Today, he sent a nice note. I think I should carry the book with me everywhere I go!"
Kate Colbert
President, Silver Tree Communications
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"It was wonderful and THANK YOU so much for providing this workshop. We were so happy with the knowledge and ideas that you shared. You were AWESOME."
Grace Barba
Director, Revenue Cycle Services
USC CARE Services
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"Thank you for hosting yesterday’s Disarming workshop. The 20 plus faculty and staff participants were really engaged and learned a wealth of valuable techniques that they will be able to use in their daily operations. I would highly recommend similar workshops in the coming academic years."
Monica Ellis
Associate Dean
USC Suzanne Dworak-Peck School of Social Work
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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; 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, attorneys, and entire staffs of business units.
Here's what people say...
"Your compassionate disarming technique may have saved a relationship today. I was confronted by a client due to a misunderstanding and threatened with termination of our partnership. Before responding, I took out the book and re-read your chapter, using it as my coach while I wrote my response. I never even got to catch him on the phone before he backed down and said we were all good. Today, he sent a nice note. I think I should carry the book with me everywhere I go!"
Kate Colbert
President, Silver Tree Communications
-------------
"It was wonderful and THANK YOU so much for providing this workshop. We were so happy with the knowledge and ideas that you shared. You were AWESOME."
Grace Barba
Director, Revenue Cycle Services
USC CARE Services
---------------
"Thank you for hosting yesterday’s Disarming workshop. The 20 plus faculty and staff participants were really engaged and learned a wealth of valuable techniques that they will be able to use in their daily operations. I would highly recommend similar workshops in the coming academic years."
Monica Ellis
Associate Dean
USC Suzanne Dworak-Peck School of Social Work
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