Anger & Aggression

We offer a variety of courses and approaches.

Transforming Anger

Anger is a dislocation from our inner strength. The stronger the anger, the more positive inner strength, drive and energy we are likely to discover.

Anger is difficult to receive, and may be unpleasant and unproductive to feel. It can radically reduce one’s standing and effectiveness within a team, and is a major cause of tension and disharmony. At times, one may not even be aware of the effects of one’s anger on others, which can lead to complaints of bullying and discrimination. Disturbingly, it often seems that anger lies beyond our conscious control to do anything about.

Yet anger is also a natural response to situations which work against our innate sense of what is right. Viewed in this way, anger can carry a surprisingly useful message, which – if experienced and expressed in a very different form – would benefit situations and others, and increase one’s own potency and contribution.

The way to harness the energy of anger is not necessarily to try control or curb it, but to look below the anger, to what is causing it. This enables us to transform that same energy into a clear and confident sense of ourselves.

This course takes the radical approach that ‘feelings are friends’. The bigger the feeling, the more important it is – for one’s own sake, as well as the sake of others – to learn and acknowledge its message. This course increases your ability to:

• Manage anger and other difficult emotions successfully;
• Understand the causes of strong emotions;
• Develop emotional intelligence;
• Deal with frustration and blocks;
• Express one’s point of view without anger;
• Receive other points of view without anger;
• Hear ‘annoying’ messages in a new way.

Aggression Management

Aggression management and de-escalation play an increasingly vital part of all companies and service-providers who have direct contact with the general public.

Skill in dealing with aggression will help you retain loyal staff in a safe and supportive working environment. You will also improve your customer relations — making a significant impact on your performance.

Our courses provide your staff with the skills they need to:

• Understand the causes of anger;
• Recognise early signs of aggression or conflict;
• Take steps to de-escalate potentially violent incidents;
• Be aware of how and when communication can breakdown;
• Implement a key conflict resolution model in high tension situations;
• Recognise the use of ‘reasonable force’ as it applies to conflict resolution.

Telephone Aggression Management

Our 2-day course provides your staff with the skills they need to:

• Avoid difficult conversations breaking out;
• Understand what ‘disconnects’ callers emotionally, and avoid conflict arising;
• Deal with stressed, over-anxious or aggressive customers;
• Listen actively to the problem to identifiy the unmet needs;
• Offer solutions only when the customer is ready to hear them;
• Protect ourselves from abuse and aggression without losing the caller;
• Transform ugly conversations into genuine understanding and friendliness;
• Gain confidence and enjoyment from increased skill in communication.