De-Escalating Angry Clients

3 hour workshop: $45 + GST

Learning how to effectively communicate with an angry client is a valuable skill in any front-line or client-focused setting. In this workshop, you will learn how to deal with someone in an emotionally-charged state by utilizing specific communication techniques. While the focus is on working with clients, the skills and knowledge acquired in this workshop can be applied to a wide range of situations and interpersonal relationships.
 
Upon completion of the De-Escalating Angry Clients workshop, participants will:
 
  1. Be able to identify where anger is a problem and when anger management skills are needed
  2. Learn basic and straight-forward communication skills to help them to deal effectively with angry clients
  3. Have a 4-step model to guide them in the process of conflict resolution and problem-solving
  4. Consider their own boundaries and personal limits in their helper role
 
Participants have said:
 
“I will be more able to [stay] calm, look at the situation, and find the best solution.”
 
“I can assess situations more effectively and deal with anger in a healthier manner.”
 
“The whole presentation was excellent…I have more steps to keep myself calm [and] deal with angry patients.”

Registration Information & Training Dates

 

 

Last updated: November 19, 2009