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New For 2007 - The Leadership Development Resource Center brought to you by the same people that put together the Customer Service Zone

Communication is a KEY element of customer service and dealing with difficult customers.
Make sure to visit our new Communication Resource Center to help hone your communication skills.

Top : Anger Management : Page 2: 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.

Articles:

Some Facts Psychologists Know About… Anger - by na
Some Facts Psychologists Know About Anger is a good summary of the basics you need to understand anger, within a psychological context. Helps you understand anger but also provides overview of anger management methods. (Added: 7-Jul-2004 Hits: 302 )

Deactivating Old Triggers - by Jan Tincher
You may be able to reduce the anger you experience by addressing and eliminating the old triggers that set off your anger. Learn how here. (Added: 7-Jul-2004 Hits: 472 )

Anger Management Techniques - by N/A
Anger is a normal, human emotion. It is intense. Everyone gets angry and has a right to his/her anger. Do you manage your anger? Do you allow anger to mobilize you in positive directions? Open, honest, and direct expression is the most effective way of managing anger. Some effective management techniques are (Added: 12-Apr-2003 Hits: 803 )

Self Defeating Styles of Anger - Part I - by Mark Gorkin
What's your first thought when you read the word "anger"? Frustration? Yelling? Violence? Avoidance? Out of Control? These are typical audience responses. Why so many negative associations? Try this question: Did you grow up in a family where it felt safe and secure expressing your angry feelings? (Added: 11-Feb-2001 Hits: 1342 )

Dealing with Anger Q & A - by na
Using a question and answer format this answers common questions about anger, including describing destructive and constructive ways of expressing it. (Added: 7-Jul-2004 Hits: 236 )

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: 290 )

Categories:

Suggested Books (13)
We've identified some of the better anger management books on the market to help you learn more about managing anger.

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Pages Updated On: 28-Jan-2008 - 18:26:07





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