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Chapter 12. Volatile Managers > Diffusing the Situation

Diffusing the Situation

The Institute of Mental Health Initiatives provides a brief list of ways to calm an angry person:

  • Reduce the noise level.

  • Keep calm yourself.

  • Acknowledge that the irate person has been wronged (if true), or, at least, acknowledge their feelings without any judgment.

  • Ask them to explain their situation (so you can tactfully correct errors).

  • Listen to their complaints without counterattacking.

  • Explain your feelings with non-blaming “I” statements.


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