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2012 Conference Preconference Sessions - Dealing with Difficult People
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Pre-Conference Sessions

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Dealing with Difficult People: Increasing Your Emotional Intelligence

Carole Gill & Jim Richardson

HRCI Pre-Approved ProgramThis program has been pre-approved for 3 General Credit Hours.

The use of this seal is not an endorsement by the HR Certification Institute of the quality of the program. It means that this program has met the HR Certification Institute's criteria to be pre-approved for recertification credit. 


In today’s rapidly changing work environments, success is dependent on our ability to develop and maintain productive relationships. Successful people create effective relationships by first developing a thorough understanding of themselves, their priorities and motivators. The next step is to develop an understanding of where others are coming from and to explore what motivates them. Identifying the differences in others’ actions, understanding their preferences, and learning to adapt your approach will increase communication effectiveness, collaboration and teamwork.    Just as we each have our own unique appearance, skills and talents; we also have our own unique ways of doing things and relating to others. People usually don’t do things intentionally to make our jobs difficult. However, they may annoy us because they behave differently than we do.  Participants will explore their own behavioral style, as well as learn about the styles and preferences of others. Everyone can put these skills into action to improve their performance. This session is a great starting point to developing Self Awareness, which is the cornerstone competency of Emotional Intelligence. Building on self-awareness, participants will be provided with strategies that can be implemented immediately to improve relationships and communication with others. 

Learning Objectives:

At the completion of this workshop participants will be able to:
1. Increase Self-Awareness and Self-Management, the cornerstones of emotional intelligence.    
2. Improve work relationships and interaction.
3. Identify success strategies that will help them work more effectively with customers, co-workers, peers and managers.


Carole Gill is an Executive Coach and Management Consultant who brings practical experience from a successful 20+ year career in corporate America and more than a decade of consulting experience. Her work focuses on helping leaders and their teams attain and sustain outstanding operational results. She has designed and implemented long-term organization development initiatives to create and support high-performance work environments; increasing employee engagement and overall profitability.  Coaching and Consulting Experience:  Carole takes a dynamic approach that uses current “best practices” in leadership to coach individuals to become more effective leaders, communicators, collaborators and team builders. Her areas of expertise include leadership development, leadership coaching, employee engagement, building emotional intelligence competencies, as well as organizational and team development. She is also an engaging professional speaker who has designed and presented programs for Fortune 500 companies and professional associations.  Business and Organizational Leadership Experience:  Carole not only teaches it, she has done it. After holding numerous senior level positions in the telecommunications, information technology and human resources fields, Carole formed CRG Coaching Partners. Over the past 16 years, CRG has implemented leadership development initiatives and facilitated behavioral changes that have impacted thousands of people.   Education and Training:  Carole attended Hofstra University in Long Island, New York. She is actively involved in SHRM and has served as Chapter President for the American Society for Training and Development. She is an adjunct facilitator for the University of Tampa and served as Chapter President for the National Association of Women Business Owners. Carole has been honored as a “Distinguished Woman in Business” by The Tampa Bay Business Journal and was awarded “Small Business of the Year” by the Greater Brandon Chamber of Commerce.

Jim Richardson is an International Executive Coach who helps business leaders recognize their sharp edges, become more self-aware, and increase their personal effectiveness as leaders.  He is President of Paradigm Group, Inc. based in Tampa, Florida.    Coaching and Consulting Experience:  Jim draws on more than 25 years of management expertise, organizational knowledge and consulting experience to deliver performance-based development programs and executive coaching services for business leaders and their teams. His work has focused on optimizing leadership performance, team effectiveness, change strategies, employee engagement, service excellence, organizational design, quality improvement and talent management.  Jim has worked closely with clients in a variety of industries including: telecommunications, travel & hospitality, manufacturing, retail, marketing, healthcare and banking.  Jim’s diverse background in business and human resources enables him to help individuals, teams and organizations build key capabilities and change behaviors to achieve business goals. He also understands the challenges and nuances necessary to create cultural change within an organization to engage employees and inspire them to perform at the highest levels.  Business/Organizational Leadership Experience:   Jim serves as a Principal with CRGill, Inc., based in Tampa, FL and as an associate consultant with some of the top consulting companies in the world: Right Management, Korn/Ferry International, Boston Consulting Group, Center for Creative Leadership and Pilot Consulting, Inc.  He has served as Executive Vice President with DHR International, an executive search firm. Clients included Fortune 500 to small businesses, working with organizations such as: Burger King Corp., Coors, Dannon, Frontier Airlines, Regal Hotels, Vail Associates and Wendy’s International.  Jim has also held leadership positions with Regal Hotels, Richfield Hospitality Services and PepsiCo, Inc., where he linked people, strategy, and business outcomes. Jim has delivered improvements in customer satisfaction, increased productivity and cost savings to the organizations in which he has served. He is adept at helping senior managers in strategic planning and change implementation, middle managers in skills development, and new managers/high potential individuals understand their leadership roles.  Education and Training  A certified Senior Professional in Human Resources, Jim has earned several additional designations, including Strategic Human Resources certification, the Professional Dynametrics Program certification, and the Employment Law Certification. He is a member of the Society of Human Resource Management and the National Society for Training and Development.

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