Anger Management Training
Details
Fact: There are hundreds of issues out there to make you angry at work. But the consequences are even worse.
Anger is a universal experience. Dogs get angry, bees get angry, and so do humans. You do not have to be a psychologist to know that managing anger productively is something few individuals, organisations, 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 minimises 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 organisation that edge.
This workshop includes dynamic trainee/trainer interactions and discussions, written and oral exercises, voice recordings, case studies, reflection, quizzes and a workbook for each participant to take back to the workplace.
Outline
- 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
- Aggressive Behaviour
- Manipulative Behaviour
- Passive Behaviour
- Taking Control
- Workshop Wrap-Up
Does your receptionist lack the professionalism that gets customers talking? Are your supervisors wasting endless time dealing with issues that should be dealt with more efficiently? Do your call centre staff lack the necessary skills to deal with problem customers? Are you struggling to keep up with your daily routine?
If you answered yes to any of these questions, then Palomino Training Solutions is the right choice for you.
- Choose from over 150 workshops which are specially designed for maximum interaction and learning. Delegates leave the workshops feeling inspired and motivated, equipped with a wealth of knowledge and hands-on tools.
- World class facilitators with a wealth of experience and knowledge
- You can send individual staff members to our open courses (public events) in Cape Town, Gauteng or KZN.
- We offer discounted rates for group on-site training and our facilitators will travel throughout South Africa to accommodate your specific requirements.
- Continued support with useful templates and worksheets
- Excellent rates for open courses as well as on-site training
- Excellent rates for our e-learning (online training)
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