2 Responses

1. Customers or delegates?
   When you say dealing with angry people – do you mean customers (either on the phone or face to face) or difficult delegates in a training session?
   If it is the latter, I would recommend ‘Troubleshooting for Trainers’ by Lucy Seifert and Mary Stacey.
   If it is the former, I can provide you with a checklist for dealing with angry customers.

2. Anger!
   Hi Rachael,

   you could try the Reed Learning course at the following web address: http://www.reed.co.uk/client/learning/training/cgi-bin/coursedetails.asp?courseid=AM&type=learningcourse&group=001

   Regards,

   Gary