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Defusing Anger
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When a customer becomes angry, we often try to take action to solve the problem as quickly as possible. This is not usually the right strategy. Why? Have you ever heard that you cannot reason with an angry person? No matter what you do to try to satisfy the customer, the anger is still there. The strategies taught in this course enable you to help the customer release the anger and become your advocate - even if you cannot solve the problem!

Upon completion of this course you will be able to:

  • Understand that anger runs on a continuum of intensity from mild annoyance to rage
  • Recognize passive expressions of anger
  • Recognize assertive expressions of anger
  • Recognize aggressive expressions of anger
  • Understand that ignoring anger only intensifies it
  • Know that taking action to solve the problem without defusing the anger produces a satisfied angry customer
  • Understand why trying to use reasoning or rational problem solving with an angry person cannot succeed
  • Understand how to create a satisfied customer without solving the problem
  • Use a special active listening skill to quickly and effectively defuse the anger
  • Avoid accidentally evoking anger with seemingly harmless common words and phrases

Course Content

  • Definitions
  • The Five Stages of Grief - Where Anger Fits In
  • Three Ways of Expressing Anger
  • Physiological Effects
  • Defusing Anger Process - Three Critical Steps
  • Common Words and Phrases that Trigger Anger

Course Length: 3 to 4 Hours

Special Note:

The Active Listening Skills workshop is a prerequisite to this course. In addition, we strongly recommend the Rapport Building and Problem Solving courses as prerequisites.


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