Anger Management For Customers Or Staff

Anger is a natural human emotion. But, if expressed the wrong way, it can be destructive. Anger can come from customers, from colleagues or it can be something which you yourself are dealing with.

It can manifest itself as suppressed anger and be internalised or it can be externalised and directed at others. If not dealt with appropriately it can lead to stress, mental and physical health problems.

Sometimes the root cause of the anger can be identified and worked through. At other times this is not appropriate or even possible. The person with the anger needs coping strategies, distractions or ways of coping. 

If you are dealing with an angry customer or colleague you need to spot the early warning signs, be familiar with diffusion techniques and know when to leave the situation.

This course covers all aspects of anger and anger management from a psychological as well as a practical perspective. It will provide delegates with tools, techniques and strategies in order to safely deal with an angry person, help someone who has anger issues or, if you yourself have anger issues, understand what may be causing the anger and how to manage it safely.

• Explore what anger is, why we have it and where it comes from

• Explore early warning signs of anger both in ourselves and in others

• Understand different types of aggression: external, internal, passive, emotional, instrumental

• Look at anger management strategies whether you are the person with anger, or you are working with someone with anger

• Explore CBT strategies, tools and techniques to deal with anger.

Who should attend?

It is suitable for all customer facing staff who may be dealing with angry customers. Individuals who have anger issues themselves. Managers and teams who are dealing with angry staff members.