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DEALING EFFECTIVELY WITH THE HOSTILE PUBLIC <br />Instructor: Kathryn Barrington <br />r <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 <br />Learning the five step strategy in a confrontational situation <br />Developing professionalism in working with citizens <br />Recognizing what situations require power <br />Understanding which common language phrases should be avoided in a <br />confrontation <br />Practicing the three methods of dealing with emotionalism <br />Taking care of yourself, recognizing burn -out <br />Participants Will Learn: <br />Hnw to identify hostility <br />What not to do when confronted <br />What to do when you are dealing with one or more angry individuals <br />How to 'turn someone around' to your point or accept the circumstances <br />