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Dealing with the 3 Types of Anger with Project Teams
December 9, 2008 | Author: PM Hut | Filed under: Conflict Management, People Issues
Dealing with the 3 Types of Anger with Project Teams
By Global Knowledge
As a result of conflict, three types of anger are often exhibited: controlled, expressed, and irrational. With controlled anger, the employee is friendly but dissatisfied. While they’ll listen to reason, they expect solutions. With expressed anger, the employee uses angry terminology (“I’m very angry,” or, “I will never deal with you again.”) and often demands an apology (and/or compensation) as well as a solution.
With irrational anger, the employee is very emotional and may use obscene language. They totally refuse to listen to reason and refuse to come to an agreeable solution. In extreme situations, the employee may even bring weapons to the workplace. In this situation, it is always best to remove yourself to a place of safety and notify proper authorities as soon as possible.
There is a 3-part model to dealing effectively with anger: 1) deal with feelings, 2) listen, and 3) problem solve. The first step requires that you satisfy the person’s basic need: for his or her opinion to be valued and understood. Don’t react emotionally and don’t take it personally. As you listen to them, ask open questions and paraphrase what they say. Clarify any information holes and summarize the problem before moving on. Ask them how they would want you to deal with the situation (whether you can accommodate their idea or not).
Only after hearing them out can you move on to problem solving. But make sure you find out the real problem, not the symptoms. Offer options for a solution, but try to have the employees themselves come up with the solution as much as possible.
This article was originally published in Global Knowledge’s Business Brief e-newsletter. Global Knowledge delivers comprehensive hands-on project management, business process, and professional skills training. Visit our online Knowledge Center at www.globalknowledge.com/business for free white papers, webinars, and more.
© Copyright 2008, Global Knowledge. All rights reserved.
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