Description
Who will benefit from APT?
- Senior managers and leaders of change.
- The caring and helping professions who work closely with the general public and their managers.
- Private organisations that deal face to face or on the phone with their customers every day.
- Customer service teams, sales teams, outbound and inbound call centre staff.
- Front line shop floor sales and customer service staff.
- School teachers, youth workers, social services, health services and police officers
You will learn:
- The latest techniques fundamental to anger management and preventing aggression.
- Personal effectiveness in communication for dealing with threatening, confrontational and angry work situations.
- How to draw from your own insights and integrate them into the APT model.
- How to create strong personal boundaries in order to communicate effectively and assertively.
- To recognise and understand what people need in the heat of the moment and how to deliver it without compromising your integrity
DAY 1
We help you explore your own personal relationship with anger and how you manage it when under pressure. What is discovered on Day 1 is used to guide and deepen learning on Day 2.
DAY 2
We cover strategies and tactics for managing challenging people and threatening situations. The impact of Day 2 is so high because of the transformational learning that is assimilated from Day 1.
On this course you will learn:
- The Rules of Anger Management
- Sources of Anger
- The Impact of Emotional Regression
- How to Stay Grounded and Calm
- Recognise what Triggers You and Others
- Developing Coping Strategies Immediately
- Anger Styles and Substitutes
- When to Contain and when to Assert
- Defence Mechanisms
- Conflict Resolution
- The Assault Cycle
- Power and its use in Challenging Situations
- Strategies for Controlling Angry Situations
- Not taking Anything Personally
- Developing and Maintaining Healthy Boundaries
- Staying Out of the Way of Danger
- Active Listening Skills
APT – is very effective when working with people who display challenging behaviour.
APT – is one of the most powerful yet simple tools for working with people who express themselves in aggressive and hostile ways.
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