Welcome to the How To series, which provides quick and easy tips on how to handle a variety of common work situations. This video lesson, How to Quickly Calm an Angry Person, describes a method for easily defusing a tense situation with an angry person. From it, the viewer will learn to avoid trying to reason with an angry person, to provide no resistance, and to ask the person to elaborate. When dealing with customers and coworkers, being able to quickly calm an angry person is an important business skill to have in your toolkit.
Overview
COURSE DIFFICULTY
COURSE DURATION
2m
Skills Learned
After completing this online training course, students will be able to:
Identify effective strategies for calming an angry person
Demonstrate techniques for defusing tense situations
Communicate empathetically with upset individuals
Recognize the importance of active listening in conflict resolution
Implement methods to prevent escalation of anger
Customer Service Representatives, Managers, Team Leaders, Human Resources Professionals, Anyone in a Role Involving Conflict Resolution
None
01. Understanding Anger and Its Triggers
02. Techniques for Calming an Angry Person
03. Effective Communication Skills for Conflict Resolution
04. Role-Playing Scenarios for Practice
05. Strategies for Maintaining Composure in Difficult Situations
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Identify effective strategies for calming an angry person
Demonstrate techniques for defusing tense situations
Communicate empathetically with upset individuals
Recognize the importance of active listening in conflict resolution
Implement methods to prevent escalation of anger
WHO SHOULD ATTEND
Customer Service Representatives, Managers, Team Leaders, Human Resources Professionals, Anyone in a Role Involving Conflict Resolution
PREREQUISITES
None
COURSE OUTLINE
01. Understanding Anger and Its Triggers
02. Techniques for Calming an Angry Person
03. Effective Communication Skills for Conflict Resolution
04. Role-Playing Scenarios for Practice
05. Strategies for Maintaining Composure in Difficult Situations
