The co-worker who can effectively, yet tactfully, address the negative attitudes of his/her team mates, increases his/her teamís chance of success as well as minimizes destructive conflicts.
- Course Outline
UNDERSTANDING AND MANAGING ANGER
Anger is a universal experience. Dogs get angry, bees get angry and so does anybody who works. You don’t have to be a psychologist to know that managing anger productively is something few individuals, organizations and societies do well. Yet research tells us that those employees who do manage their anger and the anger of others, are much more successful than those who don’t. The co-worker who can effectively, yet tactfully, address the negative attitudes of his/her team mates, increases his/her team’s chance of success as well as minimizes 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 one-day workshop is to help give you and your organization that edgeLEARNING OBJECTIVES
At the conclusion of this workshop, you will be expected to:
- Be better able to recognize how anger affects your body, your mind and your behaviour
- Be better able to use the five-step method to break old patterns and replace them with a model for assertive anger
- Be better able to control your own emotions when faced with other peoples’ anger
- Be better able to identify ways to help other people safely manage some of their repressed or expressed anger
- Introduction and Course Overview
- What is Anger?
- Managing Your Anger
- Costs and Pay-Offs
- What Are your Anger Pay-Offs?
- The Anger Process
- What is the Process?
- Anger Log
- The Problem with Trigger Thoughts
- How Anger Affects Thinking
- Is Anger the Best Response?
- Distorted Thinking
- Managing Anger
- Coping Strategies
- Relaxation Techniques
- The Four-Step Message
- Are you a Good Listener?
- Asking Questions
- Three Keys
- Behaviour Types
- Taking ControlMETHODOLOGY
- Large group discussions
- Individual work and reflection
- Small group discussion and exercises
- Case studies
- Simulations / Role-plays
- All levels of employees
- Completed pre-assignment
- 1 Day
- .6 – 20
- Prerequisites & Certificates
MANUALS / CERTIFICATES
All program fees include a manual on CD complete with self study lessons. Course manuals can be purchased for an additional fee and are dependent on subject and level. The manual fee is a passed through cost to our clients.
Upon completion of the each program each participant will receive a certificate of completion.
Parking is available for our students at the rear of the building.Please, donít park in the reserved parking spaces around the building, your car will be tagged and/or towed away.
BREAKS AND LUNCH
Our courses run between 9:00AM Ė 4:00PM. There are two 15 minutes coffee breaks: one at 10:30AM and the other are at 2:30PM. The lunch break is between 12:00AM and 1:00PM.
Coffee and suitable drinks are provided by us during the course. There are numerous restaurants and take-out places in the area, or you may prefer to bring your own lunch and enjoy it on site. Microwave and fridge available.
- Cancellation Policy
Commitment of resources and industry standards require that we be notified of any cancellation. As such, you may reschedule any training course up to five (5) working days before the actual training date. Simply call us, and we send you a new registration confirmation without extra charge. If training is rescheduled less than five (5) working days before the training date, a rescheduling fee of 50% of the course fee will be invoiced.
The latest time we accept rescheduling is until noon on the working day before
the training date. "No-shows" without prior notification are charged as if you had attended the course. There are no refunds. We reserve the right to cancel any course and reschedule if attendance is not sufficient to run the course. In this case you will be notified, usually five (5) working days or more prior to the
training day and the training is rescheduled.
- Map & Reviews
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