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Top : Anger Management: Staying calm and in control with difficult clients is essential. In this section you'll find help with anger management techniques you can use to help you keep your cool with difficult and even insulting customers.
Anger, Anger Management and Customer Service
Since customer service representative often deal with the anger of customers, you'd think that this section wouldn't be all that relevant if you are in call centers or other customer service situations. You'd be wrong.
The more you understand anger, and the ways people can manage it (or not), the better you'll be at understanding your most difficult, upset and angry customers.
There's more reason to understand anger management, of course, and that's because YOUR ability to manage your own anger, particularly in difficult situations with customers, will determine if the interaction goes well, or it escalates into nasty discussions, or even violence.
So, the better you understand customers and their anger, the better you will be at defusing them. And, the better you understand how to manage YOUR anger, the calmer you will be under fire.
That's the purpose of this resource area.
Learn About Anger Management -- Yours and Your Customers':
Anger Management In Sobriety - by Thomas HollanderAngry feelings is one of the greatest challenges for recovering alcoholics and addicts. Relapse is often related to the inability to constructively handle anger. Mismanged anger poses a threat to recovery for the newcomer and the oldtimer. Sometimes the greatest threat is to relationships (Added: 14-Feb-2001 Hits: 1189 )
Jet: Why Anger Is Bad For Your Health. - by Nicole Walker
there is a distinction between normal anger and anger that's unhealthy and destructive."""Anger, in general, is healthy," explains Dr. Carole D. Stovall, a Washington, D.C.-based psychologist who consults individuals and corporations on issues such as anger management. "Just like sadness or happiness, it's a normal emotion. Where people get into trouble is when anger becomes a behavior that is physically, verbally or emotionally inappropriate. (Added: 15-Aug-2002 Hits: 1054 )
Alarming "You"s or Disarming "I"s:Power Struggles vs. Powerful Strategies - by Mark Gorkin
A challenging aspect of the anger skills component of my "Practicing Safe Stress" program is helping participants realize that "Assertion" is one of "The Four Faces of Anger," a model based on whether anger expression is "Constructive" or "Destructive" and "Purposeful" or "Spontaneous (Added: 25-Feb-2001 Hits: 1369 )
Personal Growth: The Four Faces of Anger - by Mark Gorkin
What's the first thought that comes to mind when you hear the word ANGER? Frustration? Yelling? Loss of Control? Violence? Maybe fear, silence or avoidance? All reasonable responses...Or are they? A bit one-sided, for my taste, that is, the "anger glass" appears "half empty." How about a "half full" perspective: confrontation, energy, power and tenacity? Or honesty and being real? (Added: 25-Feb-2001 Hits: 1845 )
!Using Self-Talk To Manage Your Anger Helpcard - by Robert Bacal
Helpcard teaches you the basic elements of self-talk management to reduce the intensity, duration and frequency of your angry feelings and behavior. Based on the work of a number of psychologists, this card explains what self talk is, and provides some suggestions about how to go about reducing your anger by altering what you say to yourself in difficult situations. Many of these techniques are used in cognitive behavior modification therapy. FREE PREVIEW, Instant download. (Added: 16-Aug-2002 Hits: 1423 )
Creating Passionate Users: The worst way to calm someone down - by n a
The foundation of many customer service training programs is to give an angry customer your full attention but remain as rational and cool and calm as possible. We're taught that if we match the customer's right-brain emotion with an emotional response, we'll make things worse. And that's true... at least if we respond defensively and especially if we get angry in response. (Added: 16-Feb-2006 Hits: 1225 )
Controlling Anger Before Anger Controls You - by APA
Anger is a completely normal, usually healthy, human emotion. But when it gets out of control and turns destructive, it can lead to problems%u2014problems at work, in your personal relationships, and in the overall quality of your life. And it can make you feel as though you're at the mercy of an unpredictable and powerful emotion. This brochure is meant to help you understand and control anger. (Added: 14-Feb-2001 Hits: 2103 )
The Top Ten Tips for Managing Anger, Conflict, and Emotional Tension - by Dr. Clare Albright, Psychologist
Need a short set of hints and tips about how to handle anger? Here's one psychologist's suggestions about the top ten things you can do. pop (Added: 7-Jul-2004 Hits: 3776 )
Anger management tips: 10 ways to tame your temper - MayoClinic.com - by n/a
These are effective anger management tips, especially for those of us working in a job where good customer service skills are required. Even the most skilled customer service representatives have bad days and should therefore keep a copy of this article close by for support. (Added: 18-Feb-2010 Hits: 1420 )
Natural Health: A better argument. (without getting angry) - by Kari Watson
what are you supposed to do? It's impossible to go through life without experiencing anger. Fortunately, what researchers are finding is that you can minimize its damage by controlling how you let it get to you and how you express it. (Added: 15-Aug-2002 Hits: 873 )
Science World: Decoding the Science of ANGER.(quiz about anger) - by Pearl Gaskin
Are you in control of this explosive emotion? New research can help. (Added: 15-Aug-2002 Hits: 906 )
Tips for getting good customer support - by n a
There are plenty of suggestions out there for providing great customer support, but there%u2019s not much that I%u2019ve seen on how to get great customer support. Part of being a great customer is the inevitable interaction with a customer support person when something goes wrong or when you have a question. (Added: 16-Feb-2006 Hits: 1572 )
Keeping Your Emotional Cool - by Jan Pedersen
Discover how what we're listening to determines what we get upset about...and how to calm yourself down once you've become upset. (Added: 19-Mar-2001 Hits: 1740 )
The Customer Is Not Always Right! - by n a
The person who says "The customer is always right" has never had to deal directly with customers (clients). Clients are not always right, but they are always our clients. Without clients, you can't have an appraisal business. To have a successful appraisal business, you must be able to successfully handle difficult clients and client complaints. pop (Added: 16-Feb-2006 Hits: 3725 )
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