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In this course, you will learn :
- Master skills to calm an angry person down
- Learn to identify the root cause of a person's anger
- Develop the skills to work toward an amicable resolution
- Prevent verbal assaults from escalating out of control
- Freedom from reacting defensively to other people's outbursts
- Reduce the intensity of a confrontation
- Enjoy improved relationships
Syllabus :
1. Understanding Anger
- Anger
- You Will Enjoy Many Benefits
- A Personal Hello From Silvia - Your Instructor
- How Do You Normally React When Confronted By An Angry Person?
- What Happens To A Person When They Get Angry
- Physical Changes
- Behavioural Changes
- The Three Components Of Anger
- Silvia Talks About Personalities and Anger
2. It's Important To Get The Angry Person's Attention
- Ignore This Step At Your Peril
- These Strategies Are Powerful
- Let's Review Section 2
- A Great Way To Develop Your Skills
3. Empathise And Neutralise
- Empathise And Neutralise
- Common Mistakes You Should Never Indulge In
- Valuable Tips
- Silvia Shares Feedback From A Seminar Participant
- Taking Time-Out
- Don't Take The Attack Personally
- The Anger Iceberg
- Let's Review Section 3
4. Enter Into Conversation
- It's Time To Enter Into Conversation
- This Step Is Vital!
- Let's Review Section 4
5. Suggest Solutions
- Suggest Solutions
- What To Do When You Can't Agree
- Silvia Here. Did You Get Around To Following My Suggestion?
