When people learn to drive, they don't jump from reading a manual to cruising the freeway. After Driver's Ed, they need a quiet, empty parking lot to safely build their skills and confidence before facing real world challenges. Learning to disarm anger and hostility is significantly more demanding than learning to drive, so where's the "parking lot" for that?
Managing Upset® starts with a free initial phone consultation to determine an organization's needs and the appropriateness of this program to meet those needs.
Group Workshop Module
When a group workshop is selected and scheduled, the organization then collects case examples of conflicts/ complaints specific to the setting (ideally, interactions that have already occurred). We re-work these examples into vignettes to be used in the training to maximize its relevance to the participants.
The training begins with a 90-minute group session (6-20 participants). During the first 45 minutes, we teach the concepts of disarming--why it works, why other responses to confrontation fail, how to disarm effectively, and which traps to avoid--in a format that allows participants to quickly learn and apply the principles. This is the "Driver's Ed" of disarming, but fun and never boring. For a preview of the concepts we teach, check out our video demos.
During the last 45 minutes, participants break into groups of three and practice disarming each other in a safe and supportive environment, while facilitators float among the groups and provide expert feedback. This is the "parking lot" where participants hone their skills before taking on truly angry people.
Since no one becomes a disarming expert in 90 minutes, following the group session, Managing Upset offers two one-hour video conference sessions for advanced practice and skill reinforcement, available only to participants of the 90-minute group session. We strongly encourage continued practice and provide a framework for independent exercises.
Train-the-Trainer Module
Some organizations want to fully adopt Managing Upset, top to bottom, as part of their daily practice and work culture. To empower staff to resolve complaints at the lowest level, and to never fear conflict, we offer a comprehensive "train-the-trainer" module. Qualified staff who complete this 12-hour intensive training will be fully equipped to teach Managing Upset on a continuous basis throughout their organization, and serve as that company's internal expert. This module is offered to group sizes of 3, 6, or 9 participants.
"Public Upset" Coaching
In cases of highly public grievances and viral incidents that put revenues and company/ brand reputation at risk, we also provide individual and executive coaching to prepare for and respond to "public upset."
For more information about experience and qualifications, feel free to visit the bio page.
Managing Upset® starts with a free initial phone consultation to determine an organization's needs and the appropriateness of this program to meet those needs.
Group Workshop Module
When a group workshop is selected and scheduled, the organization then collects case examples of conflicts/ complaints specific to the setting (ideally, interactions that have already occurred). We re-work these examples into vignettes to be used in the training to maximize its relevance to the participants.
The training begins with a 90-minute group session (6-20 participants). During the first 45 minutes, we teach the concepts of disarming--why it works, why other responses to confrontation fail, how to disarm effectively, and which traps to avoid--in a format that allows participants to quickly learn and apply the principles. This is the "Driver's Ed" of disarming, but fun and never boring. For a preview of the concepts we teach, check out our video demos.
During the last 45 minutes, participants break into groups of three and practice disarming each other in a safe and supportive environment, while facilitators float among the groups and provide expert feedback. This is the "parking lot" where participants hone their skills before taking on truly angry people.
Since no one becomes a disarming expert in 90 minutes, following the group session, Managing Upset offers two one-hour video conference sessions for advanced practice and skill reinforcement, available only to participants of the 90-minute group session. We strongly encourage continued practice and provide a framework for independent exercises.
Train-the-Trainer Module
Some organizations want to fully adopt Managing Upset, top to bottom, as part of their daily practice and work culture. To empower staff to resolve complaints at the lowest level, and to never fear conflict, we offer a comprehensive "train-the-trainer" module. Qualified staff who complete this 12-hour intensive training will be fully equipped to teach Managing Upset on a continuous basis throughout their organization, and serve as that company's internal expert. This module is offered to group sizes of 3, 6, or 9 participants.
"Public Upset" Coaching
In cases of highly public grievances and viral incidents that put revenues and company/ brand reputation at risk, we also provide individual and executive coaching to prepare for and respond to "public upset."
For more information about experience and qualifications, feel free to visit the bio page.
What do people say about Managing Upset training?
"Best webinar ever! Great info on something that is talked about but never demonstrated like he did. You have a wonderful manner, excellent info...!"
--Susan Commander Samakow, PCC
"This was such useful and practical content around empathetic listening, communication and relational skills. I thoroughly enjoyed and benefited from this presentation."
--Kimber Britner
"The whole presentation was really outstanding and very practical."
--Karen Beals
"Loved it--great information, coaching, ideas. I've already used the disarming with a client this a.m. Thank you...truly great stuff!"
--Ann Golden Egle, Golden Visions & Associates
"This was an incredible session. I have developed a conflict disarming strategy, however Jason's adds a bit more that will make it really effective. Incredible content and great examples and demonstrations."
--Dan Ohler
"You were very real and made us feel your skill in disarming. Very well done."
--Nancy E. James
"The content was great and Jason clearly knows his stuff. This is important knowledge and a skill that cannot be overstated... precisely because it is infrequently used while simultaneously having such a huge impact if we get it wrong. Thank you for sharing your insight."
--Laura Taylor
"I loved every part of it!"
--Judy Katz
"Well done - like the topic: it's unique, not something usually offered in coaching education (& I've taken hundreds of classes). Liked his organization, speaking style. I also like that there was a lot of interaction."
--Kathy Burnett, Vibrant Life Coaching
"Your humility in your story gave me encouragement and hope for continued growth in this area!"
--Dave Robson
"Jason's calm and skillful demeanor really made the program valuable. Good content, but masterful connection. Jason, I thoroughly enjoyed today's program. I admire your material but even more so your way of being. Thanks for sharing your many gifts."
--Steve Levin
"Excellent and clear presentation."
--Linda Morse
"Nice presentation style. Enjoyed the humor as well."
--Janet Goodman
"Excellent presentation, great handout, effective and informative great speaker, clear, can use humour, flexible to audience's needs."
--Susan
"Great job- very valuable and much appreciated."
--Julie Caruso
"I really appreciated the demonstrations and practical approach. Extremely helpful. I am looking for opportunities every day to practice. Jason did a great job! Thank you!"
--Claudia Engel
"Thank you - was really well, calmly explained."
--Barbara Pellegrino, Creative Living Seminars LLC
"His information was very good, made me feel comfortable that there is a good way to handle complaints. I ran into a poor situation with a client early in my career. I wish I had his information then."
--Gloria Wills
"Thank you, one of the best presentations I have participated in."
--Anonymous participant
"Nice job on a fascinating topic."
--Tina Elliot
--Susan Commander Samakow, PCC
"This was such useful and practical content around empathetic listening, communication and relational skills. I thoroughly enjoyed and benefited from this presentation."
--Kimber Britner
"The whole presentation was really outstanding and very practical."
--Karen Beals
"Loved it--great information, coaching, ideas. I've already used the disarming with a client this a.m. Thank you...truly great stuff!"
--Ann Golden Egle, Golden Visions & Associates
"This was an incredible session. I have developed a conflict disarming strategy, however Jason's adds a bit more that will make it really effective. Incredible content and great examples and demonstrations."
--Dan Ohler
"You were very real and made us feel your skill in disarming. Very well done."
--Nancy E. James
"The content was great and Jason clearly knows his stuff. This is important knowledge and a skill that cannot be overstated... precisely because it is infrequently used while simultaneously having such a huge impact if we get it wrong. Thank you for sharing your insight."
--Laura Taylor
"I loved every part of it!"
--Judy Katz
"Well done - like the topic: it's unique, not something usually offered in coaching education (& I've taken hundreds of classes). Liked his organization, speaking style. I also like that there was a lot of interaction."
--Kathy Burnett, Vibrant Life Coaching
"Your humility in your story gave me encouragement and hope for continued growth in this area!"
--Dave Robson
"Jason's calm and skillful demeanor really made the program valuable. Good content, but masterful connection. Jason, I thoroughly enjoyed today's program. I admire your material but even more so your way of being. Thanks for sharing your many gifts."
--Steve Levin
"Excellent and clear presentation."
--Linda Morse
"Nice presentation style. Enjoyed the humor as well."
--Janet Goodman
"Excellent presentation, great handout, effective and informative great speaker, clear, can use humour, flexible to audience's needs."
--Susan
"Great job- very valuable and much appreciated."
--Julie Caruso
"I really appreciated the demonstrations and practical approach. Extremely helpful. I am looking for opportunities every day to practice. Jason did a great job! Thank you!"
--Claudia Engel
"Thank you - was really well, calmly explained."
--Barbara Pellegrino, Creative Living Seminars LLC
"His information was very good, made me feel comfortable that there is a good way to handle complaints. I ran into a poor situation with a client early in my career. I wish I had his information then."
--Gloria Wills
"Thank you, one of the best presentations I have participated in."
--Anonymous participant
"Nice job on a fascinating topic."
--Tina Elliot
