INTRODUCTION

Anger Management – The co-worker who can productively confront his teammate about his negative attitude increases his team’s chance of success as well as minimizes destructive conflicts. The customer service agent who can defuse the angry customer not only keeps her customers loyal but makes her own day less troublesome. This one-day workshop is to help give you and your organization that edge.

1. OBJECTIVES

Be better able to recognize how anger affects your body, your mind, and your behavior.

Be better able to use the five-step method to break old patterns and replace them with a model for assertive anger.

Be better able to control your own emotions when faced with other peoples’ anger

Be better able to identify ways to help other people safely manage some of their repressed or expressed anger.

2. OUTLINE

What is Anger?

Managing Your Anger

Costs and Pay-Offs

What Are your Anger Pay-Offs?

The Anger Process

What is the Process?

Anger Log

The Problem with Trigger Thoughts

How Does Anger Affect Thinking?

Is Anger the Best Response?

Distorted Thinking

Managing Anger

Coping Strategies

Sanctuary

Relaxation Techniques

Communicating

The Four-Step Message

Are you a Good Listener?

Asking Questions

Three Keys

Behaviour Types

Taking Control