How To Quickly Diffuse Another Person's Anger

In this lecture you are introduced to the 5 key steps you need to follow in order to effectively and quickly calm an angry person down and work toward a mutually agreeable outcome.

By the end of this lecture you will be made aware of some techniques that will help you to gain the attention of the angry person.

This written lecture give you an overview of what you have covered in Section 2.

This lecture gives you some scenarios you can use for role playing. The more you role play your new ways of responding to anger, the more skilled you will become.

Once you have listened to this lecture, you will understand how to empathise with an angry person and work toward neutralizing the situation.

Upon completion of this lecture you will appreciate the importance of empathetic listening. You can be empathetic to the angry person's frustrations without needing to agree or disagree.

This lecture focuses on the importance of the words you use when communicating with somebody who is angry.

Silvia reads a note from a seminar participants who gives the thumbs up to these strategies.

This written lecture shares a few 'graceful exit lines' you could use if you need to postpone a conversation.

There is great value in looking for the underlying emotions that a person might be experiencing when angry.

This written lecture is an overview of what you have covered in Section 3.

Here you learn the importance of disengaging and not taking an attack personally. If you feel your anger escalating, the 'time out' approach that I suggest here can work well for you

After listening to this video you will learn just how important it is to identify the 'root cause' of a person's anger. Clever questioning and comments from you can guide the person toward helping you understand their concerns.

You will also learn how to help a person to calm down by using the power of an apology.

This written lecture is an overview of what you have learned in Section 4.

In this lecture you will learn the importance of giving your angry person some say in the outcome, by suggesting solutions instead of simply telling them what you will do for them.

You will learn that regardless of whether you reach an agreement or not, there are actions you need to consider and introduce.

This written lecture is an overview of what you have covered in Section 5.

In this final lecture you learn the importance of you taking action and doing whatever it is you agreed to do – and doing so within the agreed timeframe.

Your handy reference guide to the steps you need to follow to calm down an irate person.

This written lecture reviews what you have covered in this final Section 6.

An introduction to role play.

More information for you.