By the end of this course you will be able to:

• State the difference between assertiveness and aggression
• Understand how to express anger in a fair and assertive way
• Manage yours, and others', early warnings and triggers to avoid anger and aggression escalating (including managing stress and pressure)
• Channel potentially negative emotions positively (e.g. fear, resentment, guilt)
• Recognise and utilise coping strategies when dealing with negative situations
• Read and feed your own, and others', needs to prevent aggression arising and to minimise its negative impact if it does so
• Develop long term strategies to reduce your susceptibility to feelings of anger and frustration
• Plan a personal strategy for managing anger in the workplace

What will you learn on this course?

• Reasons Behind Anger and Aggression and their Effect on You and Others
  
  Understanding how and why you get angry or aggressive; The effects of anger and how it is displayed – physical and psychological; Levels of anger – irritation to rage – early warnings and triggers ; The effect of angry behaviour on the business and others


• Recognise and use Personal Coping Strategies when Dealing with Negative Situations
  
  A step-by-step approach to managing anger and aggression; Choosing the appropriate approach for each situation; Using assertive behaviour as opposed to aggression; Managing subtler forms of aggression – manipulation, undermining, put downs, isolating, patronising, etc.


• Breaking out of the Emotional Cycle
  
  The games people play – understanding; Transactional analysis reframing your response; Reducing your stress levels by taking control of your emotions


• Mediation – how to ‘referee’ between others
  
  When to mediate and when not, who is appropriate and when; Skills and step by step guide to mediating; Support and development for mediators


• Develop Strategies to Reduce your Susceptibility to Feelings of Anger and Frustration
  
  Dealing with the triggers that make us and others angry; Making lasting changes; Developing a practical personal action plan using robust tools and techniques learnt from the course