Dealing with Angry or Distressed People

Learn to deal with and manage anger and frustration in the workplace.

Course Overview

Dealing with angry or highly emotional people can cause significant stress, even for the most robust employees.

During this workshop, participants will learn key techniques for de-escalating and defusing highly emotional or angry people. Employees will understand how to recognise when situations are escalating and respond professionally to anger and conflict.

What this workshop covers

During this course, participants will learn:

  • the psychology behind anger and the factors that influence someone’s anger style
  • the hidden needs of angry people and how to meet them in any situation
  • common triggers that inflame a heated situation and how to avoid them
  • how managing interactions with upset customers effectively can be an opportunity to create long-term loyalty
  • what happens during the Anger Energy Curve and Cycle
  • how to promote calm and rational thinking, rather than reacting in the moment
  • techniques to de-escalate and defuse angry or highly emotional people, including:
    • The Anger De-escalation Framework
    • Empathetic Statements
    • Assertive Refusals (saying ‘no’ the right way)
    • The Golden Rules of Defusing Anger
  • how to exit situations involving toxic or threatening behaviour
  • what resources and support are available (EAP, HR).

What to expect

  • Complete and submit our form and we’ll be in touch within one business day.
  • We’ll talk to you about your specific employee training needs and availability.
  • We’ll tailor a training package to match the challenges and priorities of your organisation.

Who will benefit from this training?

  • This course is recommended for all staff, including those in a leadership role.

What’s included

  • Facilitated workshop, led by a qualified expert.
  • Participant workbook.

Duration:

3 hours, half day or a full day.

Choose a course length that best suits your needs. Workshop inclusions may vary based on duration.

Contact us for a quote














Testimonials

The Mental Health Awareness for Leaders workshop was extremely helpful. Great information for managers.

Jason, Recruitment and Employment, Melbourne

I really enjoyed the workshop. It was very clear. I now know what my responsibilities and obligations are and how to do it.

Chantelle, Digital Marketing, Sydney

Overall the workshop was excellent. Dealing with stress has been a challenge for me. I got a lot of great tips from the session that I can put into practice. Great presenter too!

Sarah, Not-For-Profit, Brisbane

I really enjoyed the workshop. It was very clear. I now know what my responsibilities and obligations are and how to do it.

Chantelle, Digital Marketing, Sydney

The Mental Health Awareness for Leaders workshop was extremely helpful. Great information for managers.

Jason, Recruitment and Employment, Melbourne

I really enjoyed the workshop. It was very clear. I now know what my responsibilities and obligations are and how to do it.

Chantelle, Digital Marketing, Sydney

Overall the workshop was excellent. Dealing with stress has been a challenge for me. I got a lot of great tips from the session that I can put into practice. Great presenter too!

Sarah, Not-For-Profit, Brisbane

I really enjoyed the workshop. It was very clear. I now know what my responsibilities and obligations are and how to do it.

Chantelle, Digital Marketing, Sydney