Neutralize and restore emotionally volatile situations. A hostile customer or employee can demoralize co-workers and adversely affect a company’s reputation.
Learn how to defuse angry or hostile individuals and discover alternatives for constructively managing aggressive behaviour. Likewise, find out how to satisfy an irate customer and deal effectively with their concerns.
- The anger cycle
- Self-talk and managing yourself
- Defusing strategies – for yourself, for others, for situations
- Dealing with a hostile and angry Individual
- The function of anger
- Constructive anger
- Describing behaviour
- Resolved conflicts
- Stronger relationships
- Working more effectively
- Improved harmony and morale
- Improved communication