Riding the Rapids

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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.

See what people have to say about our programmes.

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