Download document: Understanding and Responding to Anger course outline
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Those working in customer-facing roles can sometimes find themselves responding to people experiencing anger, which can have a huge and long-lasting impact.
Anger is something we all experience, yet its causes and effects – on us and on others – are rarely explored. By learning to appreciate why anger happens and what can trigger it, we can respond more confidently and successfully when it does occur. Our Understanding and Responding to Anger half-day course gives people the skills and confidence to respond sensitively and appropriately to people expressing anger or aggression.
This course will help participants to:
433.9 kb - PDF
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I thought it was extremely well facilitated and was very engaging and informative. I have certainly learnt some valuable new skills and it has also helped to reassure me of what to do in these difficult conversations.
Course attendee