Have you ever felt so angry you are almost having an out of body experience?
Rage, anger, stress, rudeness, threats! How equipped is your staff to handle such confrontations? Barely a day passes by without media reports, TV news of increasing incidents of aggression and rage in the workplace and society. The more we see it, the more likely we are to replicate it.
The Phoenix Customer Service Excellence is proud to present Rage & Resolution Customer Experience
At last there’s a course as advanced as today’s highly demanding workplace and society. One that has come from years of research and experimentation aimed at improving performance and efficiency in the workplace. Rage & Resolution CX is a course that delivers the lot in a way that has never been seen or attempted before.
This unique interactive training course is designed to equip people with the skills to survive the age of rage.
What makes up Rage & Resolution CX?
There are three components that make up of R & R CX, these are :
The Resolution Revolution
With a faster pace of living and the myriad of change – both social and technological- we absorb everyday, it’s an ongoing global revolution that overwhelm most people that are simply left behind unfulfilled with increasingly unsatisfied expectations. That’s when we begin to feel stress, anxiety, anger and rage.
So what is rage? It’s in the air, it’s on the road, it’s at home, at work and it can explode at any time, anywhere. The scientific community has defined Rage as a state of mind that is motivated by emotions rather than a personal goal.
What is the emotion of rage?
It’s a powerful negative emotion that has been suppressed and is unleashed with violence and unconscious aggression. And it’s first experienced in ourselves.
What can be done about it?
Identifying the triggers that may cause rage in you, planning to offset those triggers and a series of exercises to develop your emotional awareness.
It’s new generation !This program tackles “old” training methods .It’s not about overheads. It’s not about note taking. It’s about experiencing rage, learning to control one’s natural reaction so we respond and create emotional memory. We teach participants to understand and experience rage. To know it, feel it, resolve it.
The Calm Collective
In reality, difficult situations are a cocktail of emotions and instinctive responses. When faced with a screaming, threatening customer or individual you are not likely to remember a tactic that was on a screen or overhead.
This second stage is a unique formulation of video, audio and interactive theatre training that immerses participants in confrontations and coaches them on how to develop their emotional memory skills and diffuse potential rage situations.
Ultimately, you get to enjoy a more rewarding learning experience as R &R CX has been designed to fine tune emotional memory and develop instinctive recall of coping mechanisms which will enable you to anticipate and diffuse confrontations that threaten a positive customer experience and satisfaction.
The Peace People
We believe emotional memory to be the recall of powerful feelings concurrent with memories from the past which have been firmly implanted in our minds. It’s more than just intelligence, it relates to a personal association.
When confronted with rage we react emotionally, instinctively, not theoretically.
As humans we are emotional beings.
We are of the opinion that in order to develop and emotional framework where one is capable of dealing with stressful situations, participants must perform exercises of self analysis, environmental and personal awareness, and assertiveness.
What we call ’emotional sparring’
We will not ask participants to memorise vast amounts of theory nor to become mechanical in their responses to rage management. We will however, involve them in dramas representing everyday situations where ‘ emotional sparring ‘ is called for. Therefore, enhancing emotional development and providing participants with the ability to de-escalate potentially detrimental or irretrievable situations.