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