10 Steps to Handling an Angry Person
Having a plan to deal with an angry person can be very helpful. It can make a challenging situation less painful and may create opportunities for you, as the angry person notices that you are more than prepared to face the situation head on.
A person who is angry sometimes takes advantage of a person who appears not to know how to handle a situation— or worse yet— seems timid about dealing with it.
10 STEPS TO HANDLING AN ANGRY PERSON
- Take a deep breath and visualize a POSITIVE OUTCOME to the situation.
- ACTIVELY LISTEN to what the person has to say. Don’t rush them or cut them off. It’s their time to talk and your time to listen.
- EMPATHIZE by telling them you understand how they feel and that you want to do what you can.
- ASK ANY QUESTIONS you have to gain a better understanding of the situation.
- Come up with a PLAN OF ACTION and if there is a chance to offer them more than one way to solve the issue, present all the options.
- If what you’re going to do has A BENEFIT TO THEM, state it.
- HANDLE IT QUICKLY to show them you want to move on.
- Be sure to PREVENT IT FROM HAPPENING AGAIN— to that person or anyone else.
- If you change any policies, COMMUNICATE IT TO ALL.
- CHECK BACK to make sure everything has been resolved.