How Do You Diffuse An Angry Person?
An employee entered my office enraged. She was breathing out accusations against me and was so visibly shaken. It took everything in me to remain calm and to keep my composure as she fired hurtful words to me. I felt my emotions rise. Then I thought for a moment and remembered to do as follows. Don’t argue. Purpose in yourself never to enter into the argument with the same fervor. A soft answer turns away wrath. Explosions are caused when “fire meets fire.” Let your response be proactive and confident. Don’t take the situation personal. It will be impossible to listen attentively and make wise decisions. Remain calm. Don’t excuse what the person is saying as “foolishness.” Give credence and importance to the issue because it is very important to the individual. Say words like, “I see that there is a problem and that you are quite unhappy with it.” This shows that you are concerned. Let the individual vent. Understand that it is imperative to help the individual to work his/her way thro
