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| Dealing
with Public Anger: New Approaches to an Old Problem |
Dealing with Public Anger: New Approaches to an Old Problem is a
half-day session that offers practical guidance for reducing public anger when
dealing with an angry person or group of people.
Benefits of Attendance
Public anger today is more
common, more newsworthy and more damaging than it used to be. It is also more
avoidable and more manageable. In recent years, much has been learned about
what causes public anger, and what works and what doesn't work when dealing
with an angry public. The goal of this workshop is to give you the confidence
and competence needed to deal with individuals who are upset, angry, aggressive
or even abusive. Among the topics covered in this session:
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The four "publics" in public involvement, and guidelines for
dealing with them. |
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Establishing trust and credibility: the overriding goal of all
communication with an angry public. |
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Visual, vocal and verbal components of credibility. |
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Pitfalls that undermine credibility. |
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The underlying reasons people get angry. |
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Stages of anger development. |
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Proven techniques to defuse anger. |
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Handling Q&A when facing skepticism or hostility. |
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How to obtain public support when a damaging event
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Who Should Attend
This workshop is appropriate for
anyone who may have to deal with an angry public. Participants typically
include the following:
| Education |
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School board members |
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Superintendents |
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Assistant superintendents |
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Principals |
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Assistant principals |
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Other administrators |
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Counselors |
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Coaches |
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Teachers |
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College/university administrators |
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| Government |
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City council members |
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Mayors |
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Other elected officials |
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City department heads |
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Regulatory officials |
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| Private Sector |
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Plant managers |
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Environmental, health & safety managers |
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Public affairs officials |
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Executive management |
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Practical
Learning
This is a skills development workshop. As our firm's name
suggests, the training we provide is experiential. This workshop involves a
number of videotaped simulations. Those simulations illustrate different
encounters, involving varying degrees of anger. For example, depending on the
client, we simulate encounters between a parent and a principal, a citizen and
a school board or city council member, a resident and a plant manager, etc.
These simulations, developed with input from the client, are videotaped and
critiqued. The techniques we teach are based on case studies, behavioral models
and proven psychological principles. Through individual and group exercises,
you will learn effective responses to public anger.
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