This course teaches the 5 key steps that you need to follow when you are confronted by an angry person. There are certain strategies, tools, and techniques you need to use in order to effectively calm an angry person down, and certain approaches you must avoid at all costs.
You will learn what changes take place to a person who becomes angry and why it is so important to calm that person down before you try to enter into conversation with them. This course teaches you how to do this. The steps shared in this course are often taught to customer service staff.
Take on board the learnings, and practice in a safe environment, and you've be amazed and delighted with your new found confidence and abilities when next having to deal with an angry person.
My suggestion is not to rush your way through this course. Systematically practice the different strategies as you are introduced to them. For this you will need a partner - ideally somebody who is good at pretending they are angry! Practicing in a safe environment will prepare you for a real event.
Please Note: this course covers practical steps you can follow and the content is presented in layman terms. It is not designed for health professionals who most probably already have covered anger management as part of their training.
In this lecture you will learn that anger is an emotion, a normal, universal, usually healthy emotion, and that when a person is angry they are often emotional, not rational, and cannot think clearly.
This lecture also clarifies that this course guides you through the steps to deal with 'healthy' anger. This course does not focus on tools for specifically dealing with physically violent outbursts, or situations where you might feels physically threatened, deep seated anger, or passive aggressive anger.
At the end of the lecture you will be aware of some of the many benefits of learning and applying the skills and strategies that I teach.
You get to meet me (Silvia), your instructor, and learn a little about my background as an anger management trainer.
This exercise is designed to help you think about how your normally react when confronted by an angry person.
In this lecture you are introduced to the changes that take place when a person becomes angry, and to some of the reactions from the person who is the brunt of the anger.
Once you have completed this lecture you will know that anger is not solely a mental state – it also triggers physical changes, one of which is the Fight or Flight Response.
Once you complete this lecture you will know that anger also causes changes to verbal and physical behaviour.
This lecture covers the 3 changes an angry person experiences, and explains them in written format.
This written lecture gives you an overview of what you have covered in Section 1.
In this lecture you are introduced to the 5 key steps you need to follow in order to effectively and quickly calm an angry person down and work toward a mutually agreeable outcome.
By the end of this lecture you will be made aware of some techniques that will help you to gain the attention of the angry person.
This written lecture give you an overview of what you have covered in Section 2.
This lecture gives you some scenarios you can use for role playing. The more you role play your new ways of responding to anger, the more skilled you will become.
Once you have listened to this lecture, you will understand how to empathise with an angry person and work toward neutralizing the situation.
Upon completion of this lecture you will appreciate the importance of empathetic listening. You can be empathetic to the angry persons frustrations without needing to agree or disagree.
This lecture focuses on the importance of the words you use when communicating with somebody who is angry.
Silvia reads a note from a seminar participants who gives the thumbs up to these strategies.
This written lecture shares a few 'graceful exit lines' you could use if you need to postpone a conversation.
This written lecture is an overview of what you have covered in Section 3.
Here you learn the importance of disengaging and not taking an attack personally. If you feel your anger escalating, the 'time out' approach that I suggest here can work well for you
After listening to this video you will learn just how important it is to identify the 'root cause' of a person's anger. Clever questioning and comments from you can guide the person toward helping you understand their concerns.
You will also learn how to help a person to calm down by using the power of an apology.
This written lecture is an overview of what you have learned in Section 4.
In this lecture you will learn the importance of giving your angry person some say in the outcome, by suggesting solutions instead of simply telling them what you will do for them.
You will learn that regardless of whether you reach an agreement or not, there are actions you need to consider and introduce.
This written lecture is an overview of what you have covered in Section 5.
In this final lecture you learn the importance of you taking action and doing whatever it is you agreed to do – and doing so within the agreed timeframe.
Your handy reference guide to the steps you need to follow to calm down an irate person.
This written lecture reviews what you have covered in this final Section 6.
Silvia Wright-Davies is a Business Improvement Specialist, Performance Coach and a Trainer.
Over her career life Silvia has been lucky enough to work in a number of different countries, own a number of diverse businesses, and have a highly successful business entrepreneur as an immediate family member and her mentor. This background has equipped Silvia with valuable knowledge and skills that she now shares with businesses owners, management and staff.
Since 2000 Silvia has been training self employed business owners, and corporations both large and small throughout all of Australia and New Zealand. In 2010 she created the Centre for Achievement which provides online business skills courses for small to medium businesses and she is the author of numerous business improvement courses, including "Powering Ahead with Purpose and Passion", "Pathway to Excellence" and "Pathway to Achievement".