J's Pages

I picked up this one at a seminar. (I've been doing a lot of seminars with the new position, so I forget what that one was about.) The sponsors were handing out books and I grabbed it for my office library. Well, it might be more accurate to say that the two books I grabbed established my office library. Anyway, Words of Power is a guide to de-escalation. It's written to help folks recognize when another person's anger is escalating, understand what's going on physically and mentally with that person, and then how to try and help them get to a calmer state. This particular volume is geared toward the generic person--Mr. Amdur has a number of other books on this same topic, geared toward folks in particular professions. I found the book to be easy to read and understand, fascinating and helpful. I have received de-escalation training from my employer, so some of the book was a review of things I've already learned. But my training didn't go into the physiological and emotional processes that a person goes through when experiencing anger and aggression. I think that knowledge will be helpful the next time I have to deal with an angry guest. If nothing else, it will help me maintain self-control if I understand what's going on with the other person. 

Glad to have it on my shelf.
LibraryThing link

Labels: OnMyShelf

// posted by John @ 8:43 AM