Course Overview:
Anger is a universal experience. Tigers get angry, bees get angry, and so do humans. You do not have to be a psychologist to know that managing anger productively is something few individuals, organisations, and societies do well. Yet research tells us that those who do manage their anger at work are much more successful than those who don’t.
The co-worker who can productively confront his teammate about his negative attitude increases his team’s chance of success as well as minimises destructive conflicts. The customer service agent who can defuse the angry customer not only keeps her customers loyal but makes her own day less troublesome. This workshop is to help give you and your organisation that edge.
Course Outline:
Section 1: Introduction and Overview
Section 2: What is Anger?
Section 3: Managing Your Anger
- Costs and Pay-Offs
- What Are your Anger Pay-Offs?
Section 4: The Anger Process
- The Process
- Trigger Thoughts
- Coping Strategies
Section 5: How Does Anger Affect Thinking?
- Is Anger the Best Response?
- Distorted Thinking
Section 6: Managing Anger
- Coping Strategies
- Sanctuary
- Relaxation Techniques
Section 7: Communicating
- The Four-Step Message
- Are you a Good Listener?
- Asking Questions
- Three Keys
Section 8: Behaviour Types
- Aggressive Behaviour
- Manipulative Behaviour
- Passive Behaviour
Section 9: Taking Control
- The Five-Step Process