CHAPTER 5

Focus on the Source

WHENEVER YOU DIAGNOSE ANGER as an issue in your workplace, you must be ready to take action. This is true whether anger is an issue for you, another individual, your team, or your organization. The problem is, when we deal with anger, we tend to focus on the feelings of anger and their outward expressions. That’s because they make us feel uncomfortable. Our goal thus becomes to “stop the yelling” and get people to “calm down.” But, as necessary as that goal might be in some situations, it doesn’t resolve the anger—it’s like trying to put out a fire by chasing the smoke. Anger is an effect; for every instance of it, there is at least one cause.

An effective anger-management strategy goes far beyond the firefighting ...

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