Diffusing Anger
This BusinessWeek post, Three Steps to Calming Angry Customers, can be applied to any number of business and day-to-day situations, assuming, of course, you are actually trying to help the angry individual.
Tom Murphy, director of the Human Resiliency Institute (nice) at Fordham University, has created a three-step process for dealing with angry travelers as he trained JFK International Airport’s 500 employees. Simply stated, the steps involve being calm, giving detailed, truly useful answers, and brainstorming together with the hopefully now calmer individual to solve his problem. A quick, worthwhile read. Just make sure you leave hostage negotiations to the pros.
