Dealing with Irate People

“Taking the HEAT,” is an effective method for dealing with openly irate people. In this instance, HEAT means:

Hear them out
Apologize or acknowledge
Take action

Never interrupt, correct, interject your judgment or jump prematurely to conclusions about what they mean. Always ask questions to find out as much as you can about the situation from their point of view. Concentrate on what the person is saying and let your body language show it. Maintain eye contact and ensure your facial expressions indicate care and concern.

Irate people don’t care how much you know until they know how much you care. Show them you care by listening responsibly. Responsible listening allows an irate person to fully express what is on his/her mind, which allows built up emotional pressure to be released.

The end result, you will be able to communicate effectively and in a positive manner.

Until next week...



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Meet the Publisher

Bonnie Morét is an award-winning photographer recognized by The Georgia Council of the Arts as "an exceptional representation of contemporary Georgia art work." Her photography is featured on Georgia Public Broadcast's Georgia Traveler. Her exhibitions include Fifth Annual Exposure Awards at Musee du Louvre in Paris, France, Art Takes Miami at Scope Art during Art Basel Miami, Metro Montage XIII at the Marietta/Cobb Museum of Art, World of Water at the Georgia Aquarium, Open Walls at Black Box Gallery in Portland, Oregon, Wholly Georgia: A Look at the Effects of Southern Religious Culture, sponsored by the Art History League and Georgia State University, at Mint Gallery in Atlanta, Georgia, 6x6 at the Rochester Contemporary Arts Center in Rochester, New York, @Phonography: Dialogue in the Wireless Age, at 3 Ring Circus in New Orleans, Louisiana, and About Lands and Lives of the Civil War at the 6th Cavalry Museum in Ft. Oglethorpe, Georgia. Her photography appears in Modern Luxury/The Atlantan, Jezebel Magazine, and hangs in the executive offices at the Georgia State Capitol as part of the Art of Georgia exhibit. Corporate clients include Atlanta Ballet, Atlanta History Center, Chanel Cosmetics, Christian Dior Cosmetics, Sharp Mountain Vineyards, PM Realty Group, Granite Properties, Road Atlanta, Patrón Tequila, StubHub, CBM Records and The Washington Auto Show.