Managing angry, rude, abusive, threatening, and emotional people
When someone is angry, emotional, or out of control, most people don’t struggle because they lack skill. They struggle because they don’t know what to do next.
Trying to calm the situation often makes it worse, not better, especially under pressure.
MARATE Skills gives teams a way to read what’s actually driving behaviour, respond before escalation takes hold, and avoid absorbing the emotional load.
Success in managing and communicating effectively during challenging conversations relies on more than just quick thinking, it requires patience, awareness, and a structured approach.
The following key result areas have been developed with over 20 years of experience working with frontline roles and form our road-tested, proven approach, the MARATE method. This method provides a practical framework that builds on these three core principles.
Identifying the underlying drivers of aggressive behaviours, and recognising early warning signs to stay ahead of the situation. This allows you to create effective strategies to work through various situations.
Understanding the most effective defusing techniques when tensions rise, and knowing how to read diverse communication styles and adapting accordingly. Applying assertiveness techniques to respond to difficult people and implement healthy boundaries.
Understanding what works and what doesn’t when communicating in tense situations. Adopting influencing strategies to steer conversations toward a positive desired outcome.
Identify the underlying drivers of aggressive behaviours.
Use effective defusing techniques when things get heated or emotional.
Understand what works when communicating is difficult
Know your personal reaction triggers and work towards developing successful self-management behaviours.
Adopt influencing strategies to steer towards desired outcomes and build better rapport.
Apply assertiveness techniques to respond to difficult people and implement healthy boundaries.
Identify aggression styles to form effective response strategies.
Apply healthy self-care techniques to reduce negative emotional impact.
Identify the early warning signs to stay ahead of the situation.
Understand how to read diverse communication styles and adapt accordingly.
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