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
Empathize
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...