Calm Angry People Quickly

Description

In this course, you will learn :

• To be confident when dealing with an angry person.
• To show that you will listen without judgment to their grievances.
• Example: Angry person screams, "No one ever listens to me!" You reply, in a smooth and respectful voice, "That must be hard to put up with, so I would like to listen right now to whatever you want to say."

Syllabus :

1. HOW NOT TO RESPOND

• The Delay Style
• The Brush Off Style
• The Reasoner Style
• The Rescuer Style
• The Fiery Style

2. BEHIND THE SCENES FACTS TO HELP YOU UNDERSTAND ANGRY PEOPLE

• Three Good News Facts About Angry People
• Conflict: What It Is and Where It's From

3. RESPONDING TO GET GREAT RESULTS

• Responding to Get Great Results
• Audio Demonstration of Effective Responding
• Review and Additional Concepts
• Mini-Posters That Will Help You Lock in New Habits