Overview

It's an unavoidable fact of life that we'll come up against angry people or emotionally charged situations from time to time. It could be on the front line of customer service, dealing with a volatile colleague or managing interaction with a dissatisfied client. Whatever the situation, it can be hard to decide the best course of action when we're faced with explosions of temper, rudeness and aggressive behaviour - but being able to do so is a key part of effectively managing our working relationships. Using a combination of drama and expert analysis, this short course looks at why people react with anger and provides guidance on dealing with emotionally charged situations and finding a way forward.

Objectives

In this course you will learn:

• How the fight or flight response affects our reactions to situations
• How arguments can escalate and why it's important not to meet anger with anger
• The importance of using the right language and tone of voice when dealing with someone who is angry or emotional
• Strategies for defusing emotionally charged situations and taking control