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Cool It!

Anger Management & Conflict Resolution

35 Reviews
(35 ratings)
3 Reviews
Language:  English
Do you: Have to manage emotional and volatile staff? Have to deal with angry customers?
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Do you:

· Have to manage emotional and volatile staff? · Have to deal with angry customers? · Sometimes have to diffuse violent situations at work?

If you can answer ‘Yes’ to any of these questions, then this book is right for you.

Anger management is a key communication skill, increasingly needed by management and staff, everywhere from factories and hospitals to call-centres and car-parks. Effective conflict resolution skills can avert violence, settle disputes and improve relations all round, resulting in a happier and more productive team, as well as reducing the risk of expensive litigation.

This book provides proven skills to help recognise and diffuse anger in the workplace.

Anger and conflict in the workplace – unless properly managed – can lead to untold damage both to the organisation and the individuals involved.

For many people, conflict is something to be avoided at all costs. As a result, they may find themselves backing away from situations where they should ideally be taking control; and may even find their own situation or former neutrality compromised as a result.

If any of this sounds familiar, or if you find yourself exposed to particular people, personalities or circumstances that make you wish you possessed the skills and tools to manage them better, then you will find everything you need in the following pages.

This practical management toolkit will increase your knowledge of everything from the theory of violence and aggression, and how to manage different types of conflict in the workplace, to the best ways of dealing with notoriously difficult personality types.

The result will be that you will be able to increase your assertiveness and self-esteem; improve the performance of your team; and develop a work environment that will be of benefit to your colleagues and yourself.

Anger, violence and aggression are the antithesis of creativity, productivity and respect. Use these tools to help to minimise the former - and maximise the latter.

Full acknowledgement is given to my colleague Gerry Jackson for his input into this toolkit.

  1. Introduction
  2. Anger Management - An Overview
  3. The Theory Of Conflict In The Workplace
  4. Conflict Categories
  5. The Theory of Violence and Aggression
  6. Strategies For Managing Conflict And Reducing Aggression
  7. Verbal And Non-Verbal Behaviour
  8. Basic Negotiation Skills
  9. Mediation
  10. Individual Skills For Conflict Management
  11. How To Handle Difficult People With Listening And Influencing Skills
  12. Conflict Resolution – Specific Additional Skills
  13. Conflict Reduction Planning
  14. Difficult Personality Types
  15. Effective Anger And Conflict Management
  16. Book List
  17. Continue Where This Toolkit Leaves Off!
It is helpful to have an insight on how to control oneself in time of provocative communication!
Have actually recommended this to a number of friends and we find the tips very effective and helpful in keeping our pace and professionalism.
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About the Author

Carole Spiers

Carole’s charismatic style and ability to engage emotionally with audiences has made her a sought-after business speaker working with equal success in the contrasting cultures of the UK, the Middle East and internationally. She delivers keynote presentations and Masterclasses at either conferences or seminars and to audiences both large and small.

Carole demonstrates why the physical and mental wellbeing of an organisation’s workforce is the key to a healthy workplace culture and her professional insight and practical advice gains the attention of her audience when she delivers proven strategies that can be implemented immediately.

Being an industry expert on stress, health and wellbeing, Carole also offer personal coaching to senior executives and the C-suite team who often need to perform under pressure. She offers practical solutions that enable businesses to improve employee communication, to retain their top talent and importantly, to reinforce their competitive advantage. 

As CEO of an international Stress and Wellbeing consultancy, Carole is author of Show Stress Who’s Boss! and Tolley’s Managing Stress in the Workplace, commissioned by Lexis-Nexis. As a popular BBC guest-broadcaster, she is the media’s first choice for comment on matters of work-related stress. 

Carole’s focus is on developing a healthy workplace culture through the successful management of stress and organisational change – all of which is underpinned by a compelling philosophy reinforced by her own experience as an Expert Witness before the UK Courts. 

Carole is a Fellow and Past President of the Professional Speaking Association, London. She is currently Chair of International Stress Management Association (ISMA)UK, (a charity and professional association) and founder of Stress Awareness Week.

Carole is UK-based, but is regularly contracted to speak in the Middle East and Europe.

Her Keynote Topics include:

• Wellbeing at the Heart of Corporate Success
• The 4 Pillars of Resilient Leadership
• Show Stress Who’s Boss!
• Changing Times Demand Positive Leadership!
• Forging Relationships by Active Listening

A biography of Carole can be found on Wikipedia