5.   Evaluate and Take Action

If there is a clear source of the anger, that source must be addressed. By now you’ve already taken an important step by listening to the angry individual. After listening, you must evaluate the situation:

•   Is the anger legitimate?

•   If so, was the individual’s behavior appropriate?

These are two different questions. You should take action on both.

First, provide constructive feedback on the way the individual expressed the anger. If the person handled the situation well, you should offer positive feedback to reinforce the behavior. If the individual handled the situation in an unacceptable or inappropriate way, you must address this matter directly. Explain your expectations for behavior in similar situations. ...

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