A co-worker who can productively confront his teammate about his negative attitude increases his team’s chance of success as well as minimizes destructive conflicts. The customer service agent who can defuse the angry customer not only keeps her customers loyal but makes her own day less troublesome. This course is designed to help give you and your organization that edge.

Learning Objectives

• Recognize how anger affects your body, your mind, and your behavior
• Use the five-step method to break old patterns and replace them with a model for assertive anger
• Use an anger log to identify your hot buttons and triggers
• Control your own emotions when faced with other peoples’ anger
• Identify ways to help other people safely manage some of their repressed or expressed anger
• Communicate with others in a constructive, assertive manner.

Course Overview:

• What is Anger?
• About Anger
• Pre-Assignment Review

  Costs and Pay-Offs

• The Costs of Anger
• What Are Your Anger Pay-Offs?

The Anger Process

• What is the Process?
• Understanding Trigger Thoughts
• Using an Anger Log
• Considering Our Anger

How Does Anger Affect Our Thinking?

​Understanding Behavior Types

Managing Anger

Communication Tips and Tricks

Personal Action Plan

Recommended Reading List

Post-Course Assessment