Every I&R Specialist needs a good tool box. Whether you are new to the job or are looking to refresh your skills, in this workshop you will learn to identify things that make an I&R encounter challenging and find the right tool to make it successful. We will look at strategies for managing difficult conversations, including the unsung anti-hero of I&R saying “no” when resources are limited, collecting demographics and controlling your call with confidence. You’ll receive handouts with helpful scripting for various challenging situations so you can try them out right away.