Managing the Angry Public

Keeping your cool, calming folks down, gaining cooperation...

Class Summary

(based on 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 of difficult encounters?  Managing the Angry Public can help.

CSV472 6.0 Combinable 0.53
One 8-hour session
Janet Welch-McGrath

Anyone who interacts with the public and who would like to increase interpersonal effectiveness.

  • 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 customers or public you serve.

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 getting upset yourself.
  • List powerful techniques for diffusing anger in yourself and others.
  • Demonstrate key techniques for getting an angry person's cooperation.
  • Explain how to recognize signs that a person might try to harm you.
  • Describe what to do when an angry person begins to act out.
  • Demonstrate effective techniques for responding to a variety of challenging public contact situations.
  • Understanding anger–where it comes from and how it works
  • Key factors and techniques in effective anger management
    • Boundaries and boundary setting
    • Self-esteem and anger management
    • Communication techniques for difficult public-contact situations
    • Reaction management in volatile situations
    • Verbal response patterns (what they are and effective interventions for each)
  • Putting it all together
    • Practice scenarios for the most challenging public-contact situations
    • Action planning