Anger is a universal and human experience. You don’t have to be a psychologist to know that managing anger productively is something few individuals, organisations, and societies do well. Yet research tells us that those who do manage their anger at work are much more successful than those who don’t. This course will help learners to recognise the signs of anger, provide techniques to help manage behaviour and interactions with customers and co-workers in a more positive and effective manner. The co-worker who can productively confront his teammate about his negative attitude increases his team’s chance of success as well as minimises destructive conflicts. The customer service agent who can defuse the angry customer not only keeps her customers loyal but makes her own day less troublesome.