Course Description

Most of the people we deal with are reasonable and we have the skills to help them on a day-to-day basis. However, sometimes we encounter angry, abusive and sometimes potentially violent people who challenge our abilities and leave us feeling overwhelmed and stressed. This workshop is designed to give you important tools to help minimize the number of difficult situations you encounter, understand how to manage a situation that is escalating, and deal most effectively with hostile and angry people.

Learner Outcomes

Upon completion of this course, learners will be better able to:

  • Identify how meeting basic human needs can minimize potential conflicts;
  • Understand how to clarify assumptions effectively;
  • Recognize and amend common phrases that may provoke a negative reaction;
  • Deal more positively and constructively with the three main types of criticism;
  • Explain the relationship between anger levels and judgment levels; and
  • Implement strategies for dealing with people at the peak of their anger

Applies Towards the Following Certificates


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Camosun College is located in beautiful Victoria, British Columbia with campuses on the Traditional Territories
of the Lekwungen and WSÁNEĆ peoples. We acknowledge their welcome and graciousness to the students who seek knowledge here.

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