1.   Start With Yourself

Be aware of your own feelings of anger and how those feelings may affect your interactions and relationships at work. A common response when dealing with angry people is to become angry in return because of the discomfort and disruption caused by their anger. It’s very helpful simply to remind yourself that you may be angry too, and to manage your own anger first.

You also should be aware that part of an employee’s anger may be directed at you, even if you’re not directly involved in the problem at hand. It’s likely that the individual feels less in control of the situation because of your authority. If you become angry in turn, your ability to listen to the employee will be compromised and probably make the situation ...

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