Anger is a universal experience. Dogs get angry, bees get angry, and so do humans. You don’t have to be a psychologist to know that managing anger productively is something few individuals, organizations, and societies do well. Yet research tells us that those who do manage their anger at work are much more successful than those who don’t.
The 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.
Recognize how anger affects your body, your mind, and your behaviour
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
What is Anger?
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?
Is Anger the Best Response?
Understanding Behaviour Types
Communication Tips and Tricks
Asking Good Questions
Active Listening Skills
The Assertive Formula
Personal Action Plan
Recommended Reading List
This course has been recognized by the following professional bodies as a recognized continuous professional development activity for their members:
Australian Natural Therapy Association (ANTA)
Acupuncture and Complementary Medicine Association of Australasia (ACMAA)