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Sunday, July 26, 2009

7 Step Approach to Communicate with Angry People

The key then to defusing these types of situations and handling them more confidently is as follows:

  • get the right inner voice
  • use the right body language
  • apply critical listening
  • summarize what the other person has said to check that you have properly understood the situation. (This also reassures them that you have actually listened to them)
  • apologize if necessary and empathize
  • ask open questions
  • tell them what you are going to do to resolve the problem
And finally do it!