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21 Ways to Defuse Anger and Calm People Down         Learn peacekeeping skills you'll use to prevent blowups, mediate disputes and foster teamwork.           You've had it happen to you: Someone erupts -- and you sit there speechless, your own emotions "flood" and you're left feeling frustrated and angry. . You've seen it happen to others: Disputes bring your workplace to a halt -- and mishandled anger damages relationships and stifles teamwork. . But the good news is: You can learn to manage other people's anger ­ and turn it into a catalyst for positive change. . You'll discover dozens of anger-reducing techniques you can use with your co-workers, customers, employees, bosses. by Michael Staver 2 Cassettes         HIGHLIGHTS The first thing to do when confronted by an angry co-worker How to keep yourself calm when provoked by an angry person Ways to help co-workers sidestep emotions and concentrate on solutions One thing you should always do before jumping into the middle of a conflict Precise language to use in the heat of outbursts, hostility and personal attacks

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