Check Your Anger:
How to Keep Your Cool and Keep Business Hot
By Dr. Nancy O’Reilly
Sally works as a manager for a large publishing firm. Her hours are
full of deadlines and pressure to get projects completed on time. In
the past, Sally was able to handle the hectic pace and timelines.
But lately, vendors have been delayed and there has been high
turnover in her department, causing her to feel more stress. She
finds herself resentful and easily angered when asked to complete
assignments on short notice. Sally recently lost her composure with
her supervisor and was given a warning. She is surprised and
concerned by her own reactions. Sally loves the job but really needs
some help. A friend of hers recently went through a divorce and used
the company's referral service to find a specialist to help her
cope. Sally calls her friend and gets the number, taking the time to
learn how to manage her anger better and improve the workplace
Does this situation sound familiar? Is your anger making trouble for
you? When a customer or supervisor is upset, does it make you more
emotional? Are you guilty of taking out your anger and frustration
on colleagues, or even friends and family? Take this quiz to see if
you are losing out on business and relationships by letting your
anger get the best of you.
___ When I become angry I react impulsively and without thinking.
___ When someone I know is angry and upset, I also become angry
and upset. T/F
___ I am easily embarrassed and humiliated, and when I feel these
emotions I become angry. T/F
___ I become upset easily and find it hard to calm down once I
become emotional. T/F
___ I often have to apologize to others for losing my temper. T/F
___ Once I am upset, I’m unable to give myself time to recover my
___ I don’t seem to know my emotional limits, so my anger is
triggered easily and without warning. T/F
___ People have told me I am verbally abusive and I have
occasionally been physically abusive with others or have struck out
by hitting a wall or breaking things. T/F
___ I feel guilty for having negative feelings and being angry,
but these feelings keep coming back. T/F
Now tally up your responses. If you checked “true” for five or more
of the items, your level of anger may be harmful to yourself or to
others, not to mention your business. Now is the time to reign in
those emotions and use your passion in a positive way to improve
relationships and profits. Here are some tips for managing your
emotions the next time you are in a situation that causes your anger
to bubble over.
1. Allow time for anger to subside. Allow quiet time - allow for
silence. You cannot solve problems when you are extremely emotional.
2. Refocus on what you want to see happen. Ask yourself: What do I want
the outcome of this situation to be?
3. Acknowledge the situation. Keep your voice calm. Use eye contact and
slow, but firm, gestures. Let the person know you want to talk and
to also listen to what he or she has to say.
4. Don’t jump in with both feet! Start gently and move to heavier
responses, only if necessary. Give the other person options. Look
for solutions and be ready to compromise.
5. Find a way for all parties to save face. No one wants to be blamed
or embarrassed by the situation.
6. Maintain respect. Don’t scold or humiliate. Treat the other person
in an adult manner, even if their behavior appears childish.
7. At the first sign of anger, decide whether it is better to probe for
more information or to acknowledge the feelings. Sometimes an
open-ended or factual question redirects the party; at other times,
the emotion is the dominant message and requires attention. Caution:
In some situations, calling attention to the emotion can actually
increase the intensity of the anger.
8. Give the person time - take the pressure off the situation and allow
a cooling off time. People de-escalate at different rates. Usually,
the more upset a person is, the longer it will take him or her to
calm down. Take a time out, too, until you are calm.
9. Don’t try to discuss the content until the person is calm, and you
aware that the person may become angry again. Once again, take time
empathy carefully. Overstating or understating the intensity of
their feelings may trigger further anger.
12. Ensure your own safety – don’t put yourself physically between two
angry people. Physical behavior never solves problems. In fact, if
it escalates to this kind of aggressive behavior, don’t hesitate to
call the police.
Know your limits. Never enter a situation you think
may become physical. Verbal or physical abuse is not acceptable.
an emotion we all experience at some point in our life, and will no
doubt be back again. There is an array of differences in a person’s
reaction and response when angered. Some people use their anger to
get them moving in the right direction. For others, it may not be
easy to use that anger to motivate – instead it grows to become an
find that you are not able to curb your anger, it may be time to
seek outside assistance. Many companies have an internal Employee
Assistance Program (EAP) or make referrals to a mental health
professional. EAPs work with employees and their families with
everyday living problems. If your company does not have an internal
EAP, check with your healthcare provider for professional
assistance. Do not let anger win. You can take charge of your
emotions in the workplace and beyond.
Read other articles and learn more about
Nancy D. O’Reilly.
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