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Learn how to calm situations and take control

During this half-day programme, we will look at why people get angry and maybe aggressive.

The key to handling such situations is to walk the assertiveness tightrope – how to stop situations getting out of hand by using assertive and confident communication skills.

You will understand more about why people become angry and methods to handle difficult or angry people and calm them down.

What makes people angry?

• Assertive and confident verbal and non verbal communication
• Mirroring techniques to calm people down
• The three behavioural types
• The model of assertiveness

By the end of this one-day training participants will be able to:

• Appreciate why people get angry
• Use assertive verbal and non verbal communication skills
• Use techniques to handle difficult people
• Identify the 3 behavioural types in themselves and others
• Use an assertiveness model