1 day course

Anger is a universal experience. Dogs get angry, bees get angry, and so do humans. 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 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 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 workshop is to help give you and your organization that edge.

• Introduction and Course Overview    
• What is Anger?
• Managing Your Anger
  • Costs and Pay-Offs
  • What Are your Anger Pay-Offs?
• The Anger Process            
• The Problem with Trigger Thoughts        
• How Does Anger Affect Thinking?
  • Is Anger the Best Response?     
  • Distorted Thinking    
• Managing Anger
  • Coping Strategies
  • Sanctuary     
  • Relaxation Techniques     
• Communicating     
  • The Four-Step Message     
  • Are you a Good Listener?     
  • Asking Questions     
  • Three Keys     
• Behaviour Types     
• Taking Control
• Workshop Wrap-Up