SIX TIPS FOR DEALING WITH ANGRY COWORKERS


Acknowledge the other person's hurt. Listen to what he or she is saying. Never ignore or
laugh off genuine anger.

Show empathy. Communicate your concern by answering angry outbursts with something like
"This is an upsetting matter - I can see why you're mad."

Be patient. Don't hurry up or shut up the angry person, even if it's painful to listen.
Often merely expressing anger is therapeutic; let the person get it off his chest.

Stay cool. Remind yourself that highly agitated people say things they don't really
mean. If something really damaging is said, respond to it only after the crisis is past.

Talk about solutions. Once the most violent anger has subsided - and it should if you
remain calm and compassionate - steer the conversation toward solving the underlying problem.
If the other person is still too upset to look at things rationally, make sure he/she does
nothing at all. Don't let angry people act on impulse.

Agree on a plan of action. Then the other person has a grip on himself/herself,
settle on a specific solution to the problem, and agree on a timetable for implementation.

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