Deal with annoyed person - training course for managers

Could this be true?...

• Your instinctive response when dealing with an annoyed person, such as a complaining customer or an angry boss, is to be on guard.
• But you realise your defensiveness only makes them more annoyed.
• You’d like another way but haven’t found it yet.

If it is true, our highly acclaimed London UK management training course, “Skills with People”, could be the one for you.  On this course you'll develop un-defensive way to deal with an annoyed person, a way more likely to calm them down and achieve a constructive outcome.

 
But how can you be sure this training in how to deal with an annoyed person is for you?