1. Understand the concept of personal style.
• Identify how style develops over time.
• Describe the validated style models.
• Explain some personal differences through style.
• Know that every style has strengths and weaknesses.

2. Recognize and accept personality styles.
• Determine his own style.
• Study others to identify their style.
• Consider stress-related behaviors.

3. Use versatility to improve relationships.
• Increase his flexibility.
• Focus on style strengths, not weaknesses.
• Adapt his approach to promote harmony.

1. Define workplace violence.
• Understand the parameters of violence.
• Know the causes.
• Watch for early warning signs.

2. Reduce risk.
• Recognize organizational contributors.
• Develop preventative measures.
• Implement a prevention plan.
• Train all employees.

3. Manage potentially violent situations.
• Deal with disruptive behavior.
• Defuse violent situations.
• Activate a violence response plan.

1. Identify when discharge is appropriate.
• Consider previous actions.
• Look at the severity of the problem.
• Address special circumstances.

2. Prepare for discharge.
• Lay the groundwork.
• Develop a strategy for the meeting.
• Plan the exit process.

3. Communicate the decision.
• Be clear and concise.
• Provide termination-processing information.
• Document the meeting.
• Respond to inquiries about the discharge.

1. Understand the principles and styles.
• Follow the guiding principles.
• Support his position with a firm style.
• Create equality with a neutral style.
• Build trust with a flexible style.

2. Apply the four-phase process.
• Explore the disagreement.
• Plan for resolution.
• Prepare to solve it.
• Implement a plan.

3. Refine his skills.
• Apply the styles strategically.
• Fine-tune his plan.

1. Understand negativity in himself and others.
• Understand motivational needs.
• Recognize other sources of negativity.
• Know how and why he experiences negativity.

2. Neutralize employee negativity.
• Stay calm.
• Defuse anger.
• Build the employee's self-esteem.
• Plan a solution.
• Transform negativity into positivity.

3. Build positivity.
• Practice positive thinking.
• Generate positive experiences.

2. Exercise responsibility.
• Examine his own attitudes and behavior.
• Accept personal responsibility.
• Share knowledge.
• Take all complaints seriously.

3. Maintain awareness.
• Keep current in education and information.
• Continue to improve.

1. Understand the issue.
• Know what the law says.
• Apply the law to his organization.
• Assess the work environment.

2. Lead by example.
• Accept personal responsibility.
• Share knowledge.
• Take all complaints seriously.

3. Influence the organization.
• Create a policy.
• Implement a process to support the policy.

4. Maintain policy standards.
• Continue to educate and inform.
• Monitor compliance.

1. Understand diversity.
• Know what diversity is.
• Trust in diversity's value.
• Prepare for changing demographics.
• Be part of organizational changes.

2. Recognize barriers to change.
• Discover influences on personal beliefs.
• Assess her own experiences.
• Be open to change.

3. Integrate diversity.
• Develop her own strategies.
• Provide leadership.
• Model organizational values.