Skills for Managing Anger and Conflict

Skills for Managing Anger and Conflict
English | Size: 1.21 GB
Category: Tutorial

Psychologists Eve Ash and Peter Quarry provide a practical range of communication skills and strategies to handle a range of difficult people – from team members, staff and managers to customers and strangers.

The six video chapters are:
1. 6 Ways to Resolve Conflict: 15 minutes Learn six practical techniques to resolve conflict in
the workplace and achieve effective results.
2. Dealing with Conflict Case Studies: 12 minutes Four case studies about dealing with conflict.
Case 1: The urgent order (2.5 minutes) Case 2: Trouble in maintenance (3 minutes) Case 3:
The receptionist and the customer (2.5 minutes) Case 4: The call center (4 minutes)
3. Handling the Difficult Customer: 15 minutes In some workplaces people deal with really
difficult customer or clients. often all day long. Psychologist Peter Quarry explains that we
need to understand why they are being difficult and explore alternative ways to effectively
deal with them.
4. Managing Aggression in the Workplace: 17 minutes This program explores how to prevent
aggression at work and how to reduce risk and/or manage it when it happens. A must for
everyone who wants a safe and healthy workplace.
5. Dealing with Abusive & Threatening Calls: 15 minutes Discover the six skills for managing
angry, abusive and threatening callers and how to end a call professionally.
6. 7 Ways to Handle a Difficult Boss: 17 minutes Stop complaining and start working on solving
the problem. Learn seven specific strategies to help with even the most challenging boss.

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