How to deal with an angry customer?
How to deal with an angry wife?
How to deal with an angry boss?

Most people are not comfortable handling angry people. Eight times of ten, their reactions make the angry person angrier. And they too become angry after a confrontation.

Fight? She shouted at you, so to show that you are worthy of respect, you need to shout louder. It seems to me that some people are programmed that way. They are quick to the draw. How many relationship has been severed employees fired, people killed after a shouting match?

Flight? Ana said she chose to be silent because she needs her job. Her boss was angry everyday, so she cannot do anything about it. Divine, a teacher, avoided meeting the angry parent of her student. She said nothing good will come out in a conversation with an angry person. Joseph goes home late every day. His wife, he said, is a nagger. She nags about him always being late. He goes home late because he does not want to be nagged.

Face an angry person and show her that she is important. Every angry person has a problem. Sometimes, they think that you are the problem, or the company you represent, or someone else not connected to you. Understand that some people do not know how to manage their anger. But you can help them.

A gentle response defuses anger, but a sharp tongue kindles a temper-fire Keep this in mind. A shouting match will not bring any resolution. The same is true with avoidance. Flight or fight makes you a victim. Your gentle response will show that you want to talk to the other person your way, and more importantly, you want to help solve her problem.

Jef Menguin

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