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 individual 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 also makes her own day less troublesome. This training is designed to help give you and your organization that edge.
Introduction and Course Overview
Imagine how more enjoyable our communications could be if we learned how to respond non-defensively and how to avoid provoking defensiveness in others! When we feel threatened, either of not getting what we want, or of being harmed or put down in some way, we are ready to protect ourselves by being defensive.
Take our free "How Defensive Are You?" quiz to see how defensive you tend to be.