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DEALING EFFECTIVELY WITH THE HOSTILE PUBLIC <br />CInstructor: Kathryn Barrington <br />Objective: <br />Information, theories, strategies and practise help public employees to <br />develop a positive style when confronted with the hostile citizen. <br />Topics: <br />Understanding the difference between opinionated. argumentative, angry <br />and hostile individuals <br />Recognizing the non-verbal communication that affects reactions during <br />conflict in a confrontational situation <br />Learning the five step strategy <br />Developing professionalism in working with citizens <br />RecoUnderrstandingwhich <br />what <br />situations <br />language phrases should be avoided in a <br />confrontation <br />Takingccarretof yourself, recognizing bug <br />he three methods of dalinwith emotionalism <br />rn-out <br />Participants Will Learn: <br />How to identify hostility <br />What not to du when confronted <br />What to do when you are dealing with one or more angry in <br />How to 'turn sumeune around' to your point or accept the circumstances <br />