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Defusing angry people : practical tools for handling bullying, threats, and viol
Fauteux, Kevin
Adult Nonfiction BF575.A5 F382 2011

Comments  Summary  Contents  Reviews

ContentsPage
Introductionp. 1
Chapter 1 - Knowing Yourself: The First Tool of De-Escalationp. 11
Calm Yourselfp. 13
Parasympathetic Nervous Systemp. 17
Calm is Not Doing Nothingp. 19
Counter-Transference and Angerp. 22
Identify and Calm Your Angerp. 29
Chapter 2 - Listening to Frustrationp. 31
Listeningp. 31
Active Listeningp. 40
Acknowledge Angerp. 43
Empathyp. 48
Verbalize Angerp. 51
Clarificationp. 53
Problem Solvingp. 56
Tips for Effective Listeningp. 60
Chapter 3 - Defensive Angerp. 61
Defuse Defensive Angerp. 67
Validate Defensive Angerp. 71
Set Limits to Angerp. 76
Narcissistic Angerp. 80
Know Your Limitsp. 87
Chapter 4 - Difficult Angry Peoplep. 89
Disengage the Difficult Person's Contestp. 94
Defuse Difficult Angerp. 97
Keep Your Anger in Checkp. 103
Chapter 5 - Hostilityp. 105
Hostile Body Languagep. 110
Defuse Hostilityp. 115
Defuse Hostile Angerp. 124
Signs of Hostilityp. 130
Chapter 6 - Ragep. 131
Control Ragep. 136
Defuse Ragep. 137
Stay in Controlp. 142
Chapter 7 - Threatsp. 143
Threat Assessmentp. 144
Defuse Threatening Angerp. 152
Be Preparedp. 154
Do Not Threaten Backp. 156
Acknowledge Threatp. 159
Alternative Solutionsp. 161
Establish Consequencesp. 163
Deal with Threatening Behaviorp. 165
Sociopathyp. 168
Defuse the Sociopathp. 171
Psychosisp. 172
Defuse the Psychoticp. 174
Substance Abuse and Aggressionp. 177
Defuse Alcohol/Drug Induced Angerp. 182
Provide Alternative Optionsp. 187
Chapter 8 - Violencep. 189
Protect Yourselfp. 192
Try to Stay Calmp. 193
Face Your Assailantp. 195
Use Self-Defensep. 197
Learn Self-Protectionp. 199
Chapter 9 - Post Assault Debriefingp. 201
Assess Your Encounter with an Angry Personp. 204
Conclusionp. 205


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