From the course: Management: Top Tips

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Facing aggression

Facing aggression

From the course: Management: Top Tips

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Facing aggression

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- Dealing with aggressive people. And by the way aggression is much more than shouting or physically assaulting you. Aggression often is just using nastier words than they should be using, or using unpleasant body language. So the first thing is to not be aggressive back. That doesn't solve anything. You'll got a lot more if you remain calm. And it does feel nice, I think you'll agree to remain calm when somebody's being really horrible. Quite often they apologize later. So I just want to look at two techniques here dealing with aggressive wording, and dealing with aggressive body language. So in the case of the wording, let's suppose that somebody calls you a complete idiot when you've made a really small mistake. You should pick them up on that and say well I do accept that I made a small mistake there, but I think it's a bit harsh to call me a complete idiot. Get them to withdraw that word. They don't have a right to use such a harsh word. And then body language. Let's suppose that…

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