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Staying Cool Under Fire – Managing Hostile Behaviour
Introduction
Increasingly in our stress filled, target orientated lives we not only have to
deal with our anger but also the ticking time-bomb and explosion of others anger
and rage. From angry staff and work colleagues to seething customers whose
anger is out of control and you are in the firing line of their hostility.
Overview of the course:
This programme is very effective for those people who come into contact with
aggressive and hostile behaviour as part of their everyday or working lives.
Very often what we see or do can escalate a difficult situation. It is
important to recognize what people need in that moment, and how it may be
possible to give it to them without compromising our own integrity.
“Staying Cool Under Fire” is an intensive one-day programme delivered at
one of our venues or a venue that suits you.
Some of the issues covered include:
- How to deal with verbal aggression in a professional way that creates win
win
situations
- How to create strong personal boundaries in order not to take things
personally
- How to stay in control of a situation and to achieve a positive outcome
with others
- Recognise when someone is being passive aggressive
- How the use of body language and listening skills can be very powerful
tools, to bring
calm to potentially hostile situations
What you will learn:
- The three rules of de-escalation
- The four main sources of anger
- The impact of emotional regression
- How to stay grounded and calm
- Recognise what triggers you and others
- Develop coping strategies
- Key relaxation tools to de-stress
- Strategies for controlling angry situations
- Staying out of the way of danger
- Active listening skills
- Positive use of empathy
- Understanding primary needs and feelings
Cost: £195/290 Euro per person (payable in advance)
Group booking: Costs upon application
Dates: Please check IaAM’s event diary for up to date details or to discuss
your requirements
Note: One and two day programmes are available depending on client
requirement.
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