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This course is offered on contract only. For those interested in exploring contract options please contact ccrcustomized@jibc.ca. Dealing with angry people and trying to resolve conflict over the telephone, via email or text, or even by Skype can be distinctively challenging. In this two-day course, you will focus on learning and practicing effective verbal, para-verbal and text-based communication skills for defusing anger and resolving conflict, with an emphasis on the use of the voice and text-based communication. The course will be of interest to people who want to learn the contextual differences between the multiple communication mediums afforded by today's technology. You will explore how these differences can influence inter-personal conflict and attempts at its resolution, while developing skills and approaches to respond effectively to anger and manager conflict. (Formerly CCR104)