This seminar teaches participants how to recognize and defuse both "in-house" and client based hostility. It provides them with the tools to intervene and de-escalate when angry outbursts occur. They learn how to handle combative people and how to take the initiative individually and as part of a team. Participants leave this seminar with the skills and strategies for regaining harmony in high pressure or volatile work environments.
Objectives
- Understand dynamics of escalating hostility
- Create and enforce conduct codes
- Practice strategies for de-escalating angry people
- Outline tactics for managing volatile personalities
- Practice handling combatice people individually and as a team
Methods:
Interactive discussions, small group exercises, and individual and group role playing
Course Length:
2 hours, half-day and full-day
J.C. Penny Company:
"I feel that this program is valuable not only for work but also in my personal life. I am much more confident now that I have some skills to fall back on; especially if the worst happens."
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