WHS for Health and Safety Committees – NSW Edition
Lesson 3 – Topic 4: Dealing with Angry Persons
Dealing with Angry Persons
Dealing with an angry person can be a challenge for all of us. So how do you deal with it? Taking a few deep breaths is an ancient but potentially effective way to help control your own emotions.
Somebody else’s anger is usually not about you. Therefore being compassionate towards that other person will not only help to control your emotions but also the emotions of the other person.
Below are some techniques that may prove useful.
Be reflective of the situation
Pause & try to be reflective. Do not get angry yourself. See their attacks as attacks on problems and not on you personally. Do not buy into somebody else’s anger by responding in kind.
Avoid arguing
Consider their ideas and opinions honestly. Agree only where and if possible.
Do not reject or judge
Ask problem-solving questions. Ask for their advice on how to solve things. Do not judge.
Build a Golden Bridge
Try for them to own the outcome. Build their self-esteem by helping to write their victory speech. Always remain respectful.
Communication
Use good listening skills. Paraphrase. Ask questions. Communication is a two way street.
Relationship
Do not make things personal. Be unconditionally constructive. Stay respectful.
Commitments and actions
Can it be done, is it sufficient, are there legislative issues involved? What? Where? When? Who?
How other people behave to you is THEIR problem
How you respond to that behaviour becomes YOUR problem
