Managing the Angry Public: Keeping Your Cool, Staying Safe

(average customer reviews, last 3 sessions)

Have you ever “lost it” when confronted by an angry customer?  Do things sometimes go from bad to worse when you are trying to calm someone down?  Are you often drained at the end of the day?  Managing the Angry Public can help.

Code: CSV472,  CEUs: 0.6, UoP: Combinable

Length:  One 8-hour session

Instructor:  Welch-McGrath

Who should attend: Anyone who interacts with the public and who would like to increase interpersonal effectiveness.

Benefits:

• Gain confidence in your ability to diffuse anger in an upset customer.

• Earn the respect of management and peers by your calm demeanor in difficult situations.

• Reduce stress for yourself, coworkers, and the public you serve.

Learning Outcomes:

By the end of this program, you will be able to:

• Explain what anger is and how it works.

• Demonstrate how to listen to an angry person without becoming angry yourself.

• List ways to diffuse anger in others.

• Practice techniques to gain cooperation from an angry person.

• Recognize the warning signs that an angry person may turn violent.

Program Outline:

1. Developing a better understanding of anger

   1. Definition of anger

   2. Anger styles

   3. Reasons for anger

   4. How anger operates

2. Typical responses to anger

   1. Reflex vs. a controlled reaction

   2. Proactive responses

   3. Emotional "do's" and "don'ts"

   4. Verbal escalation cues

3. Dealing with anger situations

   1. Controlled anger

   2. Emotionally disabled people

   3. Hostile People

   4. People under the influence of substances

4. The aftermath of anger

   1. Tension reduction

   2. Cognitive restructuring

   3. Self-esteem enhancement

SCHEDULE

Watch for upcoming dates in 2013

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Di$counts for multiple enrollments! Enroll 3 people in the same session at the regular price, get a 4th FREE! (Does not apply to academies or multiple-day classes. Discounts must be requested at the time of registration.)

 

Fee: $199 ($159 member)

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BRING THIS TRAINING TO YOUR SITE!

Any AGTS class can be customized and brought on-site to your organization.

For more information on this option call 480-967-7544, x3 (800-970-1270, x3 outside the Phoenix Metro area) or email Custom Training Specialist.

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