I am looking for effective training/training materials or good books on the subject of dealing with anger and difficult people.
rachael cross
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I am looking for effective training/training materials or good books on the subject of dealing with anger and difficult people.
rachael cross
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2 Responses
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.
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