Anger is an intense emotion you feel when something has gone wrong or someone has wronged you. It is often difficult enough to manager the anger you may be feeling, but it can also be scary or worrying to try and deal with someone else that is struggling to manage their anger. When there are signs of anger or verbal aggression it is important to remember that:
· you need to stay calm
· anger may be a sign that the person is in distress, experiencing fear or frustrated
· it is not possible to reason or problem solve with someone who is enraged
· effective communication skills are the key to settling, resolving and de-escalating a situation.
Use the strategies below to de-escalate a situation:
· Listen to what the issue is and the person’s concerns.
· Offer reflective comments to show that you have heard what their concerns are.
· Wait until the person has released their frustration and explained how they are feeling.
· Look and maintain appropriate eye contact to connect with the person.
· Incline your head slightly, to show you are listening and give you a non-threating posture.
· Nod to confirm that you are listening and have understood.
· Express empathy to show you have understood.
Remember it is not your job to stop the person being angry, but these steps may help to make the person feel calmer. It is only then that you can look at how to deal with the situation and their concerns.