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Dealing with anger


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

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.


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