Assertiveness

7. Angry People

Dealing with angry people - customers or colleagues - is a matter of damage limitation. Be assertive and actively manage the situation.

7.1 If someone is angry, identify the cause of the anger and take steps to deal with it.

• For example, with an angry customer, do not waste time making excuses. Accept the criticism, apologise and say what you will do to deal with the complaint. Take some immediate action, and be seen to be doing so, even if it is only noting the customer's name and address.

7.2 If people are clearly out of control, do not attempt to deal with them. Let them know that communication must wait until later.

7.3 If someone is being personally offensive, end the conversation quickly and firmly.

• Take time away from the situation to consider your longer-term response.