Let them speak, and be truly interested in what they say. The ego is a simple thing to understand. Give it your undivided attention, and it is happy. If you are sincere when listening to others, it satisfies the basic need of attention and they will be less aggressive (most of the time, anyway).
Like I said before, sometimes people just want to be heard and noticed. So listen and let them know you see them and are truly interested in their plight, even if the problem is with you. When responding, always use their name in the sentence. This makes them feel important, and may lessen their anger even more.
Responses like. “Lisa, I understand what you are saying.” Or maybe; “I can see where you are coming from, Lisa.” And remember eye contact! Nothing says you are interested in what someone says more than direct eye contact.
Accept responsibility for your actions. If you actually did do something to create the problem, and the complaint is legitimate, take responsibility for your actions. Apologize. Offer reciprocity or ask them if you can do anything to make them feel better. Most of the time, people just want to be heard and apologized to
Do not accept their gift of anger—keep your cool. One of my favorite Buddha stories goes like this: One day a disciple came to the Enlightened One. This student was angry and confronted the Buddha. The Buddha sat quietly in meditation while his student raved on.
Finally, the student asked the Buddha if he could hear him and way was he not reacting with anger? The Buddha opened his eyes and politely said; “If I do not accept your gift of anger, does it not still make it your own?” By keeping your cool and acting calmly during an angry confrontation, you will not give fuel to the fire.
It takes two to tango, so if you do not armor up, the potential confrontation is merely one person venting. When in this situation, remember the other points in this article.
Defuse their anger... by apologizing and letting them know that you understand that your actions led them to this stress. If someone is about to push you, you can either back away or confront their advances.
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