Cooling people down - a management training course

What’s the quickest way of cooling people down when they’re upset or angry?  Don’t retaliate or walk away or tell them to cool down.  Quite the opposite.  Quietly stand your ground and allow them to express how they feel – to let off steam.  Show them you don’t blame them for feeling the way they do.
 

Responding by listening with empathy is a remarkably effective way of cooling people down.  You can learn and practise it on our highly acclaimed London UK management training course, “Skills with People”.
 

But how can you be sure this training in cooling people down is for you?