Anger Management for Service Personnel

INTRODUCTION

Anger is a universal emotion. You don’t have to be a psychologist to see that controlling anger successfully is a skill that few people, organizations, and civilizations possess. Nonetheless, research shows that people who control their anger at work are far more successful than those who do not. The coworker who can approach his partner about his bad attitude positively boosts his team’s chances of success while minimizing damaging confrontations. The customer service representative who can calm an irate customer not only keeps his customers loyal, but also makes his own day easier. This training is intended to assist you and your company gain an advantage.

COURSE METHODOLOGY

This course is designed in the form of workshop which will includes a variety of learning tools to help participants function effectively and efficiently in a multifunctional environment through various methodologies including;

• Short lectures
• Brainstorming
• Case studies
• Group activities
• Role playing

COURSE OBJECTIVES

The attendees of this Certificate Program will be able to:

• Recognize how your anger impacts your body, thoughts, and actions.
• Break old patterns and replace them with a model for assertive rage using the five-step process.
• Create an anger log to discover your triggers and hot buttons.
• When confronted with other people’s rage, keep your emotions in check.

WHO SHOULD ATTEND THIS COURSE?

• Leaders
• Senior managers
• Supervisors
• HR professionals
• Business professionals
• Managers
• Anyone who is having anger issues and want to manage anger.
• Employees who want to gain new skills and knowledge to improve their career

TARGETED SKILLS

• Soft skills
• Self-awareness
• Anger management
• Interpersonal skills
• Influencing
• Positive attitude