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Anger, Anger Management and Customer Service

Since customer service representative often deal with the anger of customers, you'd think that this section wouldn't be all that relevant if you are in call centers or other customer service situations. You'd be wrong.

The more you understand anger, and the ways people can manage it (or not), the better you'll be at understanding your most difficult, upset and angry customers.

There's more reason to understand anger management, of course, and that's because YOUR ability to manage your own anger, particularly in difficult situations with customers, will determine if the interaction goes well, or it escalates into nasty discussions, or even violence.

So, the better you understand customers and their anger, the better you will be at defusing them. And, the better you understand how to manage YOUR anger, the calmer you will be under fire.

That's the purpose of this resource area.

Learn About Anger Management -- Yours and Your Customers':

The Dance of Anger - by Harriet Lerner
Of all the books that have been written about the personal relationships of women and what to do about them, this is the most sound. It contains an inspirational message for all women, regardless of their age, background, or life experience. (Added: 7-Feb-2002 Hits: 933 )

The Real Sollution Anger Control Workbook - by Richard Pfeiffer
Chronic anger can be costly, both physically and emotionally. Most people can use their anger in appropriate ways in some situations, and yet be ineffectual in others. Working with The Real Solution Anger Control Workbook reduces levels of anger (Added: 7-Feb-2002 Hits: 802 )

Anger Management Workbook For Kids and Teens - by Anita Bohensky
Too much anger can be costly, both physically and emotionally. Most kids and teens can use their anger in appropriate ways in some situations, and yet be ineffective in others. The Anger Management Workbook for Kids and Teens reduces levels of anger, especially in provocative situations (Added: 7-Feb-2002 Hits: 1033 )

The Anger Habit - by Dale M Brethower
"The Anger Habit is a powerful, thought-provoking, and readable book...based upon sound psychological principles and actual practice." (Added: 7-Feb-2002 Hits: 707 )

Letting Go of Anger : The 10 Most Common Anger Styles and What to Do About - by Ron Potter-Efron
Letting Go of Anger : The 10 Most Common Anger Styles and What to Do About Them. Profiles patterns of anger behavior that include Addictive Anger, Sneaky Anger, Deliberate Anger, and Anger Avoidance, and offers self-tests and management techniques that promote healthy and non-destructive expressions of anger. (Added: 7-Feb-2002 Hits: 910 )

The Anger Control Workbook - by Peter Rogers
The ever-escalating costs of anger are well documented: sabotaging careers, alienating friends and family, triggering illness, causing bodily harm. Written by two well-regarded experts in the field, The Anger Control Workbook introduces a new and radically simplified approach to anger control (Added: 7-Feb-2002 Hits: 804 )

Overcoming Anger and Irritability - by William Davies
Overcoming Anger and Irritability is a self-help manual for those who find that they are harming the quality of their lives and the lives of those around them. It has been written to help the reader to understand why bouts of anger occur, and what can be done to overcome them. (Added: 7-Feb-2002 Hits: 796 )

When Anger Hurts - Quieting The Strom Within - by Matt McKay
This book approaches anger from a cognitive-behavioral perspective of psychology. That means it has few theoretical assumptions and focuses on WHAT works more then WHY some thing might or might work. This also frees that reader from having to sift well researched fact from the authors opinion (Added: 7-Feb-2002 Hits: 739 )

!Using Self-Talk To Manage Your Anger Helpcard - by Robert Bacal
Helpcard teaches you the basic elements of self-talk management to reduce the intensity, duration and frequency of your angry feelings and behavior. Based on the work of a number of psychologists, this card explains what self talk is, and provides some suggestions about how to go about reducing your anger by altering what you say to yourself in difficult situations. Many of these techniques are used in cognitive behavior modification therapy. Instant Download FREE PREVIEW (Added: 16-Aug-2002 Hits: 635 )

Dealing With Anger - by Sandy Livingstone
Dealing With Anger" was featured on the SALLY JESSE RAPHAEL SHOW in New York! (Added: 7-Feb-2002 Hits: 891 )

Beyond Anger: A Guide For Men - by Thomas Harbin
It's not a new idea that men tend to express their anger differently than women do. Years of research have shown that men-for many different and complex reasons-are often more violent and less willing to confront and deal with their emotions than women (Added: 7-Feb-2002 Hits: 863 )

Anger Workbook - by Les Carter
This is the only anger management system we've found that offers interactive exercises to help readers understand and modify their own behavior. Whether your anger is from tension at work, frustration at home, or just life in general %u2014 this workbook will help you identify and modify the anger (Added: 7-Feb-2002 Hits: 791 )