CEUs: 0.60

Fee: $199 ($159 member)

Date: 6/02/09
Time: 8:00am-4:00pm
Location: Tempe - AGTS Learning Center

"This class exceeded my expectations. It really addressed what I needed and much more!"

Related Topics (Customer Service):

• Customer Service Superstar

• Essential Telephone Skills: How to project a welcoming, professional image for yourself and the organization

Have you ever “lost it” when confronted by an angry customer?  Do things sometimes go from bad to worse when you are trying to calm someone down?  Are you often drained at the end of the day?  Managing the Angry Public can help.

Length:  One 8-hour session

Instructor:  Welch-McGrath

Who should attend: Any individual who interacts with the public and who would like to increase interpersonal effectiveness.

Benefits:

• Gain confidence in your ability to diffuse anger in an upset customer.

• Earn the respect of management and peers by your calm demeanor in difficult situations.

• Reduce stress for yourself, coworkers, and the public you serve.

Learning Outcomes:

By the end of this program, you will be able to:

• Explain what anger is and how it works.

• Demonstrate how to listen to an angry person without becoming angry yourself.

• List ways to diffuse anger in others.

• Practice techniques to gain cooperation from an angry person.

• Recognize the warning signs that an angry person may turn violent.

Program Outline:

I.          Developing a better understanding of anger

            A.         Definition of anger

            B.         Anger styles

            C.         Reasons for anger

            D.         Why we react to anger

            E.         How anger operates

II.          Typical responses to anger

            A.         Reflex vs. a controlled reaction

            B.         Proactive responses

            C.         Emotional "do’s" and "don’ts"

            D.         Verbal escalation cues

III.         Dealing with anger situations

            A.         Controlled anger

            B.         Emotionally disabled people

            C.         Hostile people

            D.         People under the influence of substances

IV.        The aftermath of anger

            A.         Tension reduction

            B.         Cognitive restructuring

            C.         Self-esteem enhancement