Frustration & Anger
Even the most even-tempered executive can 'blow his top' in unusual circumstances. So it is up to you to cool off their anger without creating a potentially lethal lasting rift.
When normal friction turns into a heated argument - or worse - speak softly no matter how loudly the other person shouts. This reduces their anger and is of prime importance in the cooling off process. Do not take their anger personally, because it is almost always caused by frustration rather than ill feelings.
Handle the situation fairly and - above all - calmly, whether it is a minor disturbance or a major blast. When calmness disappears, so does your control over the situation.
Look out for something that can be used in handling the problem to your advantage. It is usually present in every such confrontation. Remember that anger is often the other person's way of getting something off his or her chest. Do not do or say anything that will diminish this action of "blowing off steam."
When you see a blow up brewing, isolate the person from others as soon as possible. Most incidents can be settled in half the time if there is no 'face saving' involved.
A person who chronically displays anger has something wrong with himself or herself. Avoid trying to "get to the root of the trouble" while the person's anger is peaking, because this is wasted effort until the temperature has dropped.
Treat the situation with a serious attitude that underlines the importance of the event to the other person. Do not try to inject humour, which will probably arouse even more anger. Humour is an emotion always absent when genuine anger is present within anybody.
Keep your distance from the other person to avoid a personal physical approach from being perceived as a form of attack. Speak simply and clearly. Simple words and phrases are usually the most effective way of dealing with angry people.
Suspend personal judgement on the person or the points involved until later. It is almost impossible to render accurate assessments during an 'anger event' no matter how hard you try.
Do not make any concessions or give in on anything, because making a concession ensures that more concessions will be expected later on. Do not do or say anything that would back the person into a corner. Giving in to this temptation will only magnify the problem.
If possible, persuade the angry person to sit down and then sit down yourself so there will be no inequality of 'dominant position' during the confrontation.
Finally, remember that even the best of us can get angry at one time or another. Make sure when it happens that you retain your previous assessment of the other person's value to you.
If you need help with managing work-related frustration and anger, or any other issues that would make your business more profitable, call us on 01384 355 444 and select option 1, or email us at doug@exec-tc.com