Face-to-face duration: 3 days
This three (3) day course will help teach participants how to identify emotional triggers and provide them with the knowledge and skills required to manage emotions accordingly.
Self-awareness and self-management are key competencies for building resilience. Changing their perception of a situation can certainly steer people towards achieving positive results and sustaining trust in relationships.
- Ability to understand emotions and their effects on professional and personal goals.
- Monitor emotional triggers and achieve calmness.
- Respond to challenges by gaining control and eliminating negative thoughts.
- Develop emotional intelligence techniques
Managers at all levels, team leaders, supervisors, in particular anyone needing building resilience management strategies.
- Ability to apply practical, constructive strategies for mastering own emotions, specifically around managing anger and staying assertive.
- Confidence to detect anger triggers and keep emotional state under control.
- Learn to apply techniques for turning disagreement or conflict into a positive relationship building opportunity.
- Assurance that practising and mastering constructive language choices, will project a calm and confident state which resonates positively with others.
- Acquire tools and techniques for calming thoughts and responding to challenges in a constructive, proactive manner.
- The ‘fight or flight’ theory.
- Common anger myths and their factual refutations.
- Helpful and unhelpful ways of dealing with emotional reactions.
- Techniques for building resilience, in particular: reading warning signs; using coping thoughts; exercising relaxation techniques and ‘blowing off’ steam.
- Difference between objective and subjective language.
- Tips for identifying the problem.
- Express a feeling or position using ‘I’-messages.
- Skills and techniques for making a disagreement constructive, including effective negotiation and solution building.
- Reflection on personal ‘hot buttons’ and own emotional dynamics.
- ‘Alter, avoid and accept’ approach of responding to an emotion-provoking situation.
- Energy curve and how it can help in responding to someone else’s emotions.
- Emotional intelligence techniques.
- Integrated view of building resilience and how it can be best practised.
- Workshop objectives.
- Reflection: Personal resilience strategy.
Understanding emotional reactions
- The cycle of emotional reactions
- Activity: Describing the five phases of an emotional reactions
- Understanding fight or flight.
- Common myths about anger.
Do’s and don’ts
- Unhelpful ways of dealing with emotional reactions.
- Helpful ways to build resilience.
- Heeding warning signals.
- Using coping thoughts.
- Using relaxation techniques.
- Blowing off steam.
Separate the people from the problem
- Objective versus subjective language.
- Identifying the problem.
- Using “I” messages.
Working on the problem
- Using constructive disagreement.
- Negotiation tips.
- Building consensus.
- Identifying solutions.
Solving the problem
- Choosing the solution.
- Making a plan.
- Getting it done.
A personal plan
- Understanding hot buttons.
- Identifying your hot buttons.
- A personal anger log.
The Triple A approach
Dealing with angry people
- Understanding the energy curve.
- De-escalation techniques.
- When to back away and what to do next.
Pulling it all together
- Process overview.
- Putting it into action.
Wrapping it up
- Words to the wise.
- Action planning.