The primary goal of Managing Upset is to disarm anger, complaints, and uncivil behavior at their lowest levels and prevent these from escalating to costly grievances, lawsuits, negative publicity, morale problems, staff absenteeism, and employee turnover. When complaints have escalated to public outcry, Managing Upset helps win back people who feel wronged, repairs reputation, and prevents consumer abandonment.

Because Managing Upset trains people to neutralize lingering conflicts and create true healing, it also leads to improved workplace relationships, better climate, increased productivity, decreased absenteeism and turnover (and their high associated costs), and a more favorable public image.

Finally, Managing Upset participants approach all work situations with greater confidence, because once they are proficient in disarming anger and hostility, they overcome the fear of provoking such reactions or facing an angry public.

Managing Upset goes beyond PR and apology, helping leaders develop deep understanding of the perspectives, expectations, feelings, and needs of their consumers so that they not only earn forgiveness from anger and conflict, but stand out as more caring and redeeming than competitors. With Managing Upset, you will reach new levels of awareness and skill, deal more effectively with future confrontations and public upset, and become genuinely more likable and compassionate.
​Who needs Managing Upset?

Everyone benefits from this program, but it is essential for companies that:

  • Regularly experience grievances and lawsuits
  • Have seen increased staff turnover or consumer abandonment due to "upset"
  • Have just experienced a PR nightmare, or just made a big mistake that will soon become public
  • Are exposed to repeated, damaging viral videos or press
  • Work with a demanding clientele
  • Are undergoing dramatic change
​
Common clients of Managing Upset include:

  • Hospitals and health care settings
  • HR departments, including training and employee relations units
  • Law firms​
  • ​Law enforcement departments
  • High-end sales staffs
  • Highly diverse work groups
  • Organizations with unionized labor
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"Best webinar ever!" --Susan Commander Samakow, PCC
"I loved every part of it! --Judy Katz
"This was an incredible session" --Dan Ohler
"Content was great and Jason clearly knows his stuff"  
    --Laura Taylor


​Photo copyright Austin Sackett, 2017.  All rights reserved.