Responding to Difficult Behavior with Confidence
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July 15 @ 11:00 am – 12:00 pm
Understanding why difficult behavior is on the rise and what’s really happening beneath the surface changes the way we respond to challenging customers. Discuss the causes and types of difficult behavior in the workplace and learn practical tools for emotional regulation and boundary setting using real-life examples, so you’ll feel confident knowing what to say and how to say it. This course offers actionable insights and strategies to help you navigate challenging interactions with greater ease and resilience.
Meet the Instructor: Amber Rand is a licensed mental health counselor and seasoned behavioral health leader with more than 25 years of experience advancing trauma informed, recovery-oriented care across Iowa and beyond. As an Instructor for Mindspring, she brings deep expertise in community and workplace mental health education, creating interactive, evidence-based learning experiences that promote understanding, empathy, and resilience.
Amber holds a Master of Arts in Substance Abuse and Mental Health Counseling from the University of Iowa and a Bachelor of Arts in Psychology and Criminology from the University of Northern Iowa. She has held executive and clinical leadership roles in both adolescent and adult behavioral health programs, and is also a Certified International Advanced Alcohol and Drug Counselor (IAADC). Amber is passionate about empowering individuals and teams to foster environments of psychological safety, collaboration, and well-being.
