Learn a better way to deal with emotional employees and customers
This ten minute video looks at how to deal effectively with anger and defuse emotionally charged situations.
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 briefing looks at why people react with anger and provides guidance on dealing with emotionally charged situations and finding a way forward.
This briefing will give better understanding of:
- 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.
The experts involved in the creation of this training course included
- Gordon Tinline – Business Psychologist
- Sir Cary Cooper – Professor of Organisational Psychology and Health, Manchester Business School, University of Manchester
- Barry Winbolt – Trainer, mediator, psychotherapist and writer
- Kate Russell – Director, Russell HR Consulting
- Linda Doe – Director, Apana Business Psychology
Ask a Work Place Learning Centre Expert about how we can tailor this e-learning resource to meet your exact needs.
Work Place Learning Centre experts will work with you to create a learning activity that includes whatever you need, your corporate branding, references to your policies and procedures, using your corporate language, non English language versions.
You name it, this learning resource really can be tailored to meet the exact requirements of the learning need that you want to address.
Simply ask a Work Place Learning Centre Expert for more information.
This Learning Programme can be purchased as part
of a range of different learning solutions.
Option 1 - As a stand-a-lone Learning Programme.
Option 2 - As part of an annual training plan
Option 3 - As part of blended learning solution
with learning resources selected from across the
Work Place Learning Centre catalogue.
Option 4 - As part of a trainer led learning
experience, in which a Work Place Learning
Centre trainer shows you how to utilise the
Learning Programme to create value adding
learning experiences that impact bottom line
If you would like to discuss the various
purchase options available with this Learning
Programme, please save it to your basket and one
of the Work Place Learning Centre advisers will
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So, with the support of our team of expert trainers and development coaches you can be assured of achieving all of the learning objectives required of your employees.