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21 Ways to defuse anger & calm people down - by Michael Stave

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Learn peacekeeping skills you'll use to prevent blowups, mediate disputes, and foster teamwork.

You've had it happen to you: Someone erupts and you sit there speechless, your own emotions "flood" and you're
left feeling frustrated and angry. You've seen it happen to others: Disputes bring your workplace to a halt -- and
mishandled anger damages relationships and stifles teamwork.

But the good news is: You can learn to manage other people's anger and turn it into a catalyst for positive change, with
the help of this program!

Program Highlights:

* The first thing to do when confronted by an angry co-worker

* How to keep yourself calm when provoked by an angry person

* Ways to help co-workers sidestep emotions and concentrate on solutions

* One thing you should always do before jumping into the middle of a conflict

* Precise language to use in the heat of outbursts, hostility, and personal attacks

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