Diffusing Anger
Anger is an emotion, a feeling, thus, every person experiences it at one time or another. The occurrence may differ and also the intensity, but all of it has a common denominator; it is an internal reaction which causes a physical expression. It is a kind of response to some primary emotions which we feel first before getting angry. When does anger becomes a positive feeling? And when does it become a problem? It is very important to understand the cause so that the effect of the feeling can be analyze and minimize if the person finds himself on the same spot again. For instance, if the anger is an effect of an illness or medication; or the person is under the “adolescent” or “menopausal” stage which is proven to be rather a “short fuse” stage when patience is in question.

When a person is an optimist, he always looks at the brighter side. Anger is good when we take it as a tool for our survival, enabling us to flee when anger sends signal to all parts of our body; when it gives us the adrenaline to brave the challenges and injustices. However, when anger becomes uncontrolled, it blinded rational thinking and the positive energy which aim is to protect becomes a negative emotion that destroys. In this instance, it is important that a person address this emotion as a problem, a weakness that needs ways to be strengthened.

The course

1 Introductions
2 Ten powerful steps to diffuse angry customers, address the issues and sustain customer loyalty
3 How do I deal with angry customers?
4 What is anger?
5 Ways to Cope with Anger
6 Symptoms of Anger
7 Questions About Your Anger
8  How You Handle Anger
9 Practice positive reactions to everyday stresses
10 Test paper




Ten powerful steps to diffuse angry customers, address the issues and sustain customer loyalty

1. Assume that the Customer has a Right to be Angry

2 listen to emotion without emotion

3. Be Patient


4. Speak Softly

5. Reiterate

6. Own the Problem

7. Place the Customer First, Problem Second

8. Triage

9. Correct the Issue

10. Follow Up


How do I deal with angry customers?

What is anger?

Ways to Cope with Anger


Symptoms of Anger

Questions About Your Anger

How You Handle Anger


Practice positive reactions to everyday stresses

A Plan for Dealing With Anger