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Learn strategies to diffuse difficult situations, manage intense emotions, and move towards positive solutions. Everyone gets frustrated or angry on occasion, particularly when they are under pressure. Most people deal with their anger and frustrations in ways that are socially acceptable and appropriate. We will discuss and practice strategies that you can use to defuse situations where clients, colleagues or community members may be exhibiting strong emotions and/or difficult behaviours. When using these strategies, it is important to have an…