“The greatest remedy for anger is delay.” – Thomas Paine


Learning how to deal with angry people can be tricky. For those in customer service roles, dealing with unhappy or even angry customers can be a common occurrence. Beyond customer service roles, you can encounter angry people in any professional situation. Anger is a volatile emotion and defusing an angry situation requires experience, training and a particular set of customer service skills. 


We offer expert courses that will teach you the skills you need for de-escalating conflict, dealing with difficult customers, managing challenging professional relationships and more. 


From occupational violence and aggression training and dealing with bullies at work, to empathy training and general employee training and development, you will learn the skills you need to manage challenging situations and maintain calm in the workplace.

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    Key learning outcomes

    At the conclusion of this course, participants will be able to:

    • Classify angry mob behaviours
    • Rewind back to the trigger of the anger
    • Determine where the anger is pointing (individual, situation, time, organisation etc.)
    • Use tools to slow the conversation
    • Resist the tendency to react to the outburst
    • Discover how to control your breathing
    • Discover what absolutely not to do (verbal and non-verbal)
    • Demonstrate that a possible solution exists and give a short understanding
    • Use decoy techniques to change the source of the anger
    • Show your body language as a solution to the problem
    • Act with empathy (learn detached empathy techniques)

    Course Description

    If you’ve faced an angry group, then you’ll know the importance of this training. The biggest problem with an angry group is that the anger is constant and random. It’s even more unsettling than dealing with an angry individual. This course gives you strategies to keep you safe and quell the group’s anger. So, if your people are in the position of facing an angry group then this course is perfect.


    Would you like to attend this program? For maximum effectiveness, this course is best conducted as an in-house program.

    Venue: For your convenience, you can choose to conduct this course at your workplace. Alternatively, we can provide a training venue at a small additional cost.

    Duration: Each course can be tailored to suit your timeframes.

    cta course

    Australia-wide training courses and workshops

    At Preferred Training Networks, we provide both in-person and online training programs for a wide range of organisations across Australia. Our DEALING WITH ANGRY PEOPLE is run by experienced, qualified experts and tailored to the needs of your business and your employees. Our leadership and management education courses are designed to help your team thrive and develop valuable skills that can transform your workplace.

    With programs available in Sydney, Canberra, Melbourne, Perth, Adelaide, Brisbane and other areas of Australia, we’re able to help businesses across the country create lasting behavioural change and provide them with the tools they need to reach new heights. If you think your business would benefit from DEALING WITH ANGRY PEOPLE and the help of our professional coaching network, take the first step and contact our team today. Wherever you are in Australia, our coaching program can either come to your organisation or we organise a venue for your convenience. Find out what our training, workshops and skills courses can do for your business and reap the benefits for years to come.

    Get your free online quote right now or give us a call on 1300 323 752 to find out more about Preferred Training Networks and discuss your requirements with us.

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    We offer a wide range of professional development courses for various needs. Avail our courses to enhance professional skills and efficiency. Please fill the following form to get an instant quote and know more about our professional development pricing structure.

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