CAUSES OF ANGER
- Long wait for help
- Receiving bad or unexpected news
- Client may feel they have no options
- Dashed expectations
- Loss of control; people in powerful positions finding themselves dependent
- Personality disorder, substance abuse, alcohol intoxication, and withdrawal
or anxiety
WARNING BELLS: RECOGNIZE THEM BEFORE THINGS GET OUT OF CONTROL
- Voice – suddenly slow, soft or loud, boisterous, and abusive
- Face – loss of eye contact; frowning; red face and red eyes
- Physical – coming too close; sudden threatening movements in upper limbs
DO…
- Keep a safe distance—neither too close nor too far
- Stay cool, calm, and composed
- Correctly acknowledge the emotion that the client is projecting. Never
mistake anger as anxiety or irritable behavior
- Acknowledge legitimacy, when appropriate, without blaming anyone
- Listen actively by making good eye contact and nodding
- Identify intensity of anger—”How angry have you been?”
- Ask open questions: “What makes you feel so…?”
- Explore the reasons for anger and identify focus of anger
- Apologize, where appropriate
- Finally, if all above options fail to work, take a break for some time,
but do come back
- Assertive, non-aggressive communication about what is OK and is NOT OK
is important
DON’T…
- Interrupt a client’s or relative’s outburst
- Caution a rude client for rude language
- Deny reality, no matter how cruel
- Talk to a client from behind
- Get angry, especially when the client questions your credentials or competence
- Challenge the client’s interpretation and criticize them for their reaction
- Respond in a defensive manner
- Try to pacify them by touching them
- Block their way