Reflection – Stanislaus County CSA ~ Defusing Difficult Situations

  • Reflection of findings and evaluation comments from the UC Davis workshop "Defusing Difficult Situations" for Stanislaus County CSA professionals held in Modesto, CA. Full Day Workshopstanislaus county

Instructor: Joe Tassinari

Reflection is offered to give power to voice, to promote understanding among team members and bring light to the  findings from the workshop.

Tuesday 6/16/15 – 11 Participants
Thursday 6/11/15 – 20 Participants
Friday 5/22/15 – 9 Participants

Thursday 3/12/15 – 30 Participants
Tuesday 2/17/15 – 22 Participants
Monday 2/9/15 – 23 Participants

Reflection: Stanislaus County CSA, June 16, 2015
11 Participants
Workshop: Defusing Difficult Situations

Findings

When there is no difficult situation what is there?

  • Peace
  • Calm
  • Pleasantry
  • Happiness
  • Cooperation
  • Harmony

One reason participants enjoy working with Stanislaus County CSA is:

  • Teamwork!
  • It’s a community of caring humans
  • Potential for growth & helping people
  • My best friend works here
  • Helping people in need
  • Resources
  • Helping others
  • Helping people
  • The people
  • Helping others

At the beginning of the workshop, here is what participants were already doing well to defuse difficult situations:

  • Friendly
  • Able to smooth things out
  • Good listener
  • Interacts/Participates
  • Very Sweet
  • Virginia is a union steward so she has lots of experience
  • Easy going!
  • Naturally calm personality
  • Step back and see the big picture
  • Good listener smiley
  • Easy to talk to
  • Treats people kindly

Evaluation Comments

What were the strengths of the course? What did you value most?

  • Team building – interaction with co-workers.
  • The interactions among attendees were most valuable to me. I really liked that the course was interactive and required individual participation.
  • Great instructor – enthusiastic, kind, nurturing.
  • Interactions and team building.
  • Using everyday examples and working as a team.
  • Staying positive. Also, class (topics) could work in other areas of your life, not only with customers.
  • The course was very informative, but what made it great is the way the instructor presented and involved the group of participants.
  • Learning techniques.
  • The team building or "energizing" exercises were great!

​How could this course be improved?

  • Offer more topics with the same instructor – Joe is awesome!
  • It's great!
  • N/A
  • Have more trainings like this – no improvement needed.
  • Having it outside would be cool (it was really hot in the room after lunch).
  • I think this course would be beneficial to individual units within CSA. I think that the material cold be tailored to "customer service" positions with more in-depth scenarios/responses & role playing.
  • Everything was great, no improvement needed.

​How will you apply what you learned?

  • Working with customers on a daily basis. This course information is important and very helpful. Not only can it be used with my customers, but in daily interaction with people in general.
  • Take back a positive attitude to my work environment and utilize the steps Joe taught.
  • Understanding that I can bring out good moods in people even before I speak to them. Helping to spread the positivity to others around me.
  • Using information and team building strategies with my co-workers. Thank You Joe!!
  • I appreciate learning new things that I can take and apply to my home life. I would love for one day my children to grow up positive and educated. As a parent I want to build them into strong leaders.
  • Being positive & the "Go To Plan", Great training and instructor.
  • I work at a call center and deal directly with customers. The training will help me in my everyday tasks and will improve my customer service skills.
  • To improve my customer service.
  • Read over my notes and handouts on my own time.

End of 6/16/15 Reflection Stanislaus County CSA Professionalsconnect with Business Works on Facebookconnect with Joe at LinkedIN
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Reflection: Stanislaus County CSA, June 11, 2015
20 Participants
Workshop: Defusing Difficult Situations

Findings

When there is no difficult situation what is there?

  • Peace
  • Good Vibes
  • Tranquility
  • Comfort
  • Harmony
  • Progress

One reason participants enjoy working with Stanislaus County CSA is:

  • Making a difference
  • There’s air conditioning here
  • Providing needed services
  • My amazing workers!!
  • Benefits
  • Co-workers
  • Good support system
  • Work schedule
  • Work environment
  • Helping others
  • Caring people
  • The people here have caring hearts
  • My Co-workers (my unit)
  • Paycheck
  • My co-workers
  • Retirement benefits
  • Getting paid vacations & holidays
  • Helping others in need

​At the very beginning of the workshop, here is what participants were already doing well to defuse difficult situations:

  • Tones voice down
  • Apologizes, shows empathy
  • Listens – being open-minded to what was said
  • Let them vent
  • I believe you get what you give; e.g., kindness-brings-kindness
  • Good at staying calm
  • Positive approach
  • Good listener
  • Patience
  • Listen to the other person
  • Remains calm
  • Laughs at everything, humor
  • Believes in God
  • Has intent to be positive

​Evaluation Comments

What were the strengths of the course? What did you value most?

  • Energizers and scenarios.
  • Breaks, and Joe was a very good and patient instructor.
  • The instructor Joe was knowledgeable and great at presenting all the information. the activities were great.
  • Group participation, interaction.
  • Group activities.
  • The interactive exercises.
  • Group interactions.
  • Group activities.
  • There were plenty of interactive situations to cover the topics.
  • Learning of different ways to handle situations.
  • The activities.
  • Break out sessions, materials.
  • Class participation and exercises.
  • Team & Group Participation, When we all met in circle, team building scenarios.
  • I valued most the instructor making it clear how much we are all responsible for peace.
  • The activities and material were helpful. Instructor was very entertaining.
  • Learning we have the tools needed and learning a structure to use them.
  • I valued learning how to prevent difficult situations and how to make others feel comfortable around me.
  • Bonding with my co-workers, realizing that I'm more prepared for conflict than I thought.
  • Joe was very knowledgeable and I liked the group activities.

​How could this course be improved?

  • N/A
  • Maybe have some more technical information on how to communicate with infuriated people.
  • Just got hot in the room at the end of the day.
  • More resources available for follow up.
  • I think it was Excellent, Joe Tassinari was an Excellent Instructor.
  • Course could be divided into half day sessions.
  • None that I can think of.
  • Nothing.
  • Funny video clips about how a situation can go wrong then discuss ways the it could have been handled better.
  • n/a
  • Shorten it up to am or pm class.
  • It was fine as is.

​How will you apply what you learned?

  • I plan to come up with a plan and apply it to every situation.
  • I'll try to be more open.
  • Everyday at work and at home.
  • Will use when interacting w/ other humans at work, home, etc.
  • When facing difficult situations. Whether it be at work or personal life.
  • Remember to apply them in my own daily life to maintain a calm environment.
  • Everyday in and out of work situations.
  • Using the tools I received today.
  • Try to remember to bring up these class situations. 
  • Use it in my daily life.
  • I will use the tools to help defuse difficult situations.
  • My everyday work.
  • In my daily life at work and at home. Will definitely apply what I learned. * I'd recommend this class to others.
  • I will use the skills daily and I will take with me greater appreciation form my coworkers.
  • At Home & At Work.
  • By having a plan of action.
  • I will use the plan of action when working w/ customers and will intentionally stay optimistic.
  • I will trust myself to handle difficult situations more.
  • I will practice my go-to plan step by step until I perfect it. Thanks Joe!! smiley

End of 6/11/15 Reflection Stanislaus County CSA Professionalsconnect with Business Works on Facebookconnect with Joe at LinkedIN
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Reflection: Stanislaus County CSA, May 22, 2015
9 Participants
Workshop: Defusing Difficult Situations

Findings

When there is not a difficult situation what is there?

  • Ease
  • Cooperation
  • Harmony

​One reason participants enjoy working with Stanislaus County CSA is:

  • Flexibility
  • My co-workers
  • Pay checkharmony
  • I get to travel
  • Sense of fulfillment
  • Helping the community members
  • Having a great team
  • Making a difference
  • Flexibility
  • Feeling appreciated

Evaluation Comments

What were the strengths of the course? What did you value most?

  • Very interactive, kept me interested. Great activities.
  • How to keep the situation calm and solve towards solution.
  • Interaction, getting to know one another. Being comfortable.
  • Instructor was knowledgeable and participation was great.
  • This course was very engaging.
  • Using strengths-based strategies; client based solutions.
  • Became comfortable to share information and ideas.
  • Very informative, helpful and inspiring to be better able to serve our clients.

How could this course be improved?

  • It was perfect, loved it! smiley
  • N/A
  • Maybe having more information how to deal with mental health, drug addiction, CPS or APS.
  • Give out candy, Ha Ha.
  • More case scenarios & strategies to deal w/ these scenarios.
  • It's good, could add more scenario.

How will you apply what you learned?

  • Will remember my go-to plan when I encounter a difficult situation.
  • w/ clients; co-workers; & outside agencies.
  • I will remember to be calm at all times.
  • Everyday when dealing with customers.
  • In my everyday use when having interaction with customers.
  • I will use it everyday @ work & personal life.
  • Practice and apply it.

End of 5/22/15 Reflection Stanislaus County CSA Professionalsconnect with Business Works on Facebookconnect with Joe at LinkedIN
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Reflection: Stanislaus County CSA March 12, 2015
30  Participants

Workshop: Defusing Difficult Situations

Findings

When there is no conflict what is there?

  • Agreement
  • Happiness
  • Peace
  • Respect
  • No conflict – boredom
  • Pre-conflict
  • Peace

​One of the people I feel comfortable around at work:

  • Zenya M.
  • Michael Sudduth-Pontillas
  • Noe
  • Rocio V.
  • Carole Benefield
  • Maribel B.
  • Laura
  • Ana E.
  • Raymond P.
  • Becky P.harmony
  • Gloria V.
  • Phyllis Camboia
  • Kristi R.
  • Norma D.
  • Sulu L.
  • Debbie G.
  • Maria L.
  • Lisa Escobedo
  • Everyone Here J
  • Carie White
  • Chavan B.
  • Jose M.
  • Sajida
  • Vicky T.
  • Frankie Padilla
  • Carol Benefield

Evaluation Comments

What were the strengths of the course? What did you value most?

  • Fun and flowed well
  • We got to know each other better. Amazing day!
  • It keeps your attention.
  • Positive
  • Joe! He is an awesome trainer.
  • Joe provides a unique style of training that will not offer your mind /body the opportunity to fall asleep.
  • I enjoyed Joe's teaching style.
  • I have a  more positive attitude. Reminder on how it is important to have peace and not to take things personally.
  • The interaction & information was enlightening.
  • It was very interesting and positive.
  • The instructor's passion in what he teaches. The interaction.
  • The strengths were the material and I valued how everything was given to us.
  • Lots of positive energy; lots of examples; lots of useful handouts.
  • The course was Great! It should be mandatory for all employees. Promotes self awareness and self enrichment.
  • Everything! Everything! This training was truly rewarding not only for work but also for home.
  • Class interaction & activities to keep everyone involved.
  • Getting to know others at CSA.
  • Interaction
  • I learned a lot from this courses activities, dialog and interaction was great! It added to my certified mediator skills and  will help w/ my teaching stress and anger management.
  • Joe is the best facilitator ever! He makes everything so easy to understand.
  • Looked at conflict resolution from an insightful perspective, and reflection of ones self. Excellent delivery, engaging, and non intimidating.
  • Allowed people to decide if they wanted to participate or not.
  • The strengths of the class is learning the understanding of humans emotions and how/why they may escalate. I appreciated the interaction and I will value the fact that I may be able to help others understand.
  • Group interaction was great. Will definitely want to say "Hi" to all the people that were in this class.
  • Trainer involvement/Topic knowledge

​How could the course be improved?

  • Nothing. It was the perfect blend of information and interaction.
  • Make mandatory for all employees.
  • Free coffee
  • Tell class @ beginning of class what breaks/lunch will be.
  • It's just right.
  • It could be improved by making more sessions available and making it mandatory for all staff.
  • The energizer activities could be made relevant to course material and still be team-building activities.
  • He did an awesome Job!
  • Needs to be mandatory.
  • Nothing I can think of.
  • The last activity of positive comments to one another seems a bit superficial and not genuine by some.
  • It was great.

​How will you apply what you learned?

  • I will use the skills I learned today to help ease personal conflicts and to help defuse difficult situations during phone calls at/in the call center.
  • Remember that "us" can change but "us" will always include "me".
  • At work and at home.
  • I will practice better listening & re-framing when in a conflict as well as partnering to come to a resolution smiley
  • Everywhere
  • Both at home and at work.
  • I will use the information not only professionally but personally. I was given a lot of information.
  • I will develop a "go to" plan for use at home and at work. I will be mindful of creating a focus of gratitude.
  • I will attempt to defuse a difficult situation w/ a peaceful/positive solution!
  • Will be applied in my daily work environment.
  • In my personal life and at work.
  • I will be a better listener and use the skills taught in work and home.
  • I will truly add this to my toolbox in life – work/personal, to be a better person and continue helping people.
  • By putting it into daily practice.
  • In all aspects of work and personal life.
  • I will apply what I have learned in my work along with my personal life.
  • I will hold on to my materials and promise to use weekly to remind myself of this training and what a positive outlook it can be.
  • Every aspect of life.
  • Use it professionally and personally.
  • I will choose to apply this at work and at home.

End of 3/12/15 Reflection Stanislaus County CSA Professionalsconnect with Business Works on Facebookconnect with Joe at LinkedIN
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Reflection: Stanislaus County CSA February 17, 2015
22  Participants

Workshop: Defusing Difficult Situations

Findings

When there is no conflict what is there?

  • Peace
  • Happiness smiley
  • Peace
  • Fun
  • Peace
  • Harmony

Someone I feel comfortable with at work:

  • Phyllis Camboia
  • Elizabeth Macias
  • Flora & Fidel
  • Gus Maldonado
  • Elaine
  • Margaret Swett
  • Pamela Lovett
  • Judi Cardona
  • Tomkico Cabrel
  • Rebeca Ryaa
  • Lizette Lepez
  • ​Robert Cole
  • Teneisha Runner
  • Nang Yang
  • Mario Arreola
  • Tamara Veuve
  • John B. Jessica
  • Eva
  • Michelle Jarred
  • Stephanie G. 

​Evaluation Comments

What were the strengths of the course? What did you value most?

  • Excellent format and teaching style. Great in course participation.
  • Strengths of course was the positive environment which made it easier to participate. I valued the honesty involved.
  • The strength of this course was the instructor's ability to infuse love and participation flawlessly and perfectly intertwined.
  • It was very positive open and fun environment which resulted in a high participation and response from the audience.
  • Interaction with instructor and co workers. 1st training that I didn't fall asleep in!
  • The positive environment the instructor made possible. The fun class made it easy to grasp the material.
  • Positivity. Thank you for bringing us together and helping us focus on the good. Our customers will benefit from our improved understanding.
  • The strengths of the course … the instructor, material and group activities. Valued … positive environment and good communication and openness for opinions.
  • I believe that I learned various ways to defuse difficult situations which are going to be very helpful for me to do a better job.
  • The circle exercises, we got to know each other.
  • Very positive! Joe's energy. He always had my full attention.
  • Joe was great. He Made learning fun and kept the entire class engaged.
  • Great instructor. Valuable information.
  • Passion, co-operation, insight.
  • Learning different departments, difficult situations, what other people do.
  • The group activities were interactive and good.
  • Joe did a great job of engaging the class and keeping it interesting. HIs positive energy was infectious.
  • The strength of the course was the enthusiasm, insight & knowledge Joe brought to the course content. He glows with positivity.
  • Instructor.
  • Instructor! The interaction with others & how it related to the training.
  • Participation.
  • The course material is good but Joe is a gifted instructor, very talented at what he does and very inspiring.

​How could the course be improved?

  • Mandatory for all staff
  • ___
  • I think a follow up course would be beneficial.
  • Wow, I don't know that it can be, learned so much that I can use in both my personal and professional life.
  • Less handouts, and provide more emphasis on handouts that are given.
  • The course was perfect.
  • Make it mandatory
  • Just perfect! This course should be made mandatory for all of CSA.
  • N/A
  • It really does not need improvement!
  • Please bring back Joe for more trainings, they should be mandatory because he aims for success, synergy and team-building.
  • No improvement needed, should be a mandatory course for all staff.
  • ?
  • Should be mandatory for all county employees.
  • N/A
  • No improvements needed
  • Nothing. Great training.
  • Be offered more often or made to be mandatory.

​How will you apply what you learned?

  • I can apply both at work and at home.
  • I will use the information from this course in my everyday life.
  • By practicing the principles taught. Practice makes perfect!
  • Having an understanding of why the customer is acting the way they do and reacting in a positive/assertive manner.
  • When talking to my customers on phone and in my personal life as well.
  • I will leave here today using the information learned not just here at work but dealing with my 3 teenagers at home.
  • I will try to be more understanding. Approach problems with a solution and make sure I try and create a partnership in doing so.
  • I will apply what I learned when assisting customers and in my personal/everyday life.
  • I will apply my new skills to try to assist customers better.
  • Everyday – I have so many take-aways. It will make me more calm under difficult situations, it will help me bring peace & understanding to some one who is angry which means they feel danger. I learned to be assertive and that we are a partnership.
  • I will use it in difficult situations everywhere I go, especially at home.
  • By stopping, taking a deep breath, and listening. Not trying to interject immediately
  • Will help me defuse situations during home visits and outside of work.
  • to be more tolerant, listen closer, appreciate differences
  • Using it in all aspects of my life. At work, home, public places, church.
  • I will be very assertive when speaking to customers.
  • Loved the part about how I can make it easier for others to be around me, that will become my personal motto. Also trying to recognize and determine what is the perceived danger for for the angry person will help me to defuse the situation and also help my own anger when I'm felling it.
  • I will work towards integrating the methods in both my work & personal life. This was powerful.
  • Listening – being a good listener and not become another victim. Be part of the solution not add to problem.
  • Every day! With all my customers and not becoming a victim.
  • Understanding anger/danger
  • I will apply what I learned today to every aspect of my life both work and home, very insightful instruction.

End of 2/17 Reflection Stanislaus County CSAconnect with Business Works on Facebookconnect with Joe at LinkedIN
contact instructor Joe Tassinari

Reflection: Stanislaus County CSA February 9, 2015  – 23  Participants
Workshop: Defusing Difficult Situations

Findings

When there is no conflict what is there? (answers from 5 participants)

  • Peace
  • Understanding
  • Peace
  • Agreement
  • Growth

Some​one I feel comfortable with at work:

  • Sarah Martin
  • R3-R6 Unitpeace
  • T2 Unit
  • M2 Unit
  • Marc Nuno
  • Roni Gonser
  • Daniel Pollock
  • Margaret Swett
  • Stephanie Parreno
  • Shemia Shelby
  • Nita Dawson
  • Linda Burrows
  • Cindy Lopez
  • Mariela Diaz
  • Nancy Gomez
  • Christy Almen
  • Maria Warner
  • Marie EV Contreras
  • Rosalia Esguerra
  • Carmella Barlow
  • Dara Tan
  • Sarah Miller
  • Juan Ramirez
  • Arthur DeLoach

​​Evaluation Comments

What were the strengths of the course? What did you value most?

  • Discussion and interaction.
  • Joe did a great job making everyone feel comfortable and kept the class moving. The activities were very helpful as well. Loved this class! smiley
  • Activities, table & group discussions.
  • Good reminder/reinforcement of conflict resolution. Enjoyed group activities.
  • Being given tools I can use.
  • I valued that the information provided is something I can also apply in my personal life, not only professionally.
  • Understanding our clients. Group participation.
  • The interaction between the group and the activities.
  • The group feel. The strength of the course was being able to interact with people.
  • Sharing and interacting with co-workers I had not met.
  • The opportunity to share and listen to others.
  • Enthusiasm and solid core content.
  • Learning techniques to stay positive and learning and practicing to be nice to coworkers.
  • Strength – interactive – valued – instructor.
  • The instructor didn't force participation and made me feel comfortable, class was a lot of fun.
  • Instructor, enthusiastic, very professional.
  • Interaction with others. *Variety of things to do – instead of just a lecture.
  • I loved all of the different modules & working in teams.
  • Lots of group activity but didn't take long.
  • Getting to know one another & learning how to be calm & professional in bad situations.

How could the course be improved?

  • Keep up the good work Joe!
  • N/A
  • Everything offered was great.
  • Few short videos.
  • N/A
  • I felt this was a great course. Maybe even more group interaction. Keeping everybody involved was great.
  • I really enjoyed it as it is.
  • More advanced class – many of us have the basics down. How can we further our skills? How to better utilize when under our won stress.
  • More theory, less interaction.
  • n/a
  • N/A
  • More role play.
  • Would love more different modules and having to work in teams more.
  • If this workshop was given to the whole building at once.

How will you apply what you learned?

  • Reminding myself to always be composed when defusing a difficult situation.
  • Being assertive – be clear with what I can do and explain clearly to clients what is needed from them.
  • Daily @ work.
  • When I am in a situation with anger/frustration, I now know the best way to defuse the situation.
  • Be a better listener. Understand if a client is angry it's because he feels he is in danger. Gain the trust of the client.
  • To double think before acting out in a difficult situation.
  • I learned how to deal with different types of people and how they think.
  • Remember to be patient, grateful an treat others how I want to be treated.
  • I will remember that anger comes from a feeling of danger and it's not personal.
  • Every day in helping our customers be successful. The power is mine – I must wield it efficiently to be the best helper.
  • I see customers all day. I will use tools I learned in the situations it would be applicable to.
  • Personal and professionally.
  • Listen and analyze situations.
  • – will apply by situation. -open communication with internal and external customers. – reminding myself "it's not personal" – Great job Joe!
  • Keeping the handouts and using them when needed.
  • Everywhere, home, work, in public.
  • Daily reflection an learning to re-frame and focus with customers.
  • In my daily life at home, at work and with my friends and co-workers.
  • Refer back to the handouts, use the material in my interactions daily.

End of Reflection Stanislaus County CSAconnect with Business Works on Facebookconnect with Joe at LinkedIN
contact instructor Joe Tassinari