Let’s talk about something we’ve all faced – dealing with angry people. Whether it’s a frustrated colleague, an upset family member, or a stranger having a bad day, anger is a part of life. But here’s the thing: how we handle these situations can make or break our relationships and even our day.
Here’s the bad news. There’s not a magic wand you can wave to make anger disappear. But there is a powerful tool at your disposal that you might not be using to its full potential: empathy.
I talk about it a lot because it’s not just a buzzword; it’s a genuine superpower in human interactions. But what does it really mean to use empathy when someone’s angry?
Empathy isn’t about agreeing with the angry person or letting them walk all over you. It’s about trying to understand where they’re coming from. It’s putting yourself in their shoes for a moment, even if those shoes are pretty uncomfortable.
Here’s why empathy is so effective in defusing anger:
- It disarms the angry person: When someone’s angry, they’re often expecting a fight. Responding with empathy catches them off guard – in a good way. I guess you could call that “manipulation but with good intentions”
- It validates their feelings: Sometimes, people just want to feel heard. Empathy says, “I hear you, and your feelings matter.”
- It shifts the dynamic: Empathy moves the interaction from confrontation to collaboration. You’re no longer enemies; you’re two people trying to solve a problem.
- It calms you down too: Focusing on understanding the other person can help you stay calm and avoid getting defensive.
So, how do you actually put empathy into practice when someone’s steaming mad? Here are some strategies:
- Listen actively: Put away distractions (yes, that means your phone – and putting it on vibrate doesn’t count) and really focus on what they’re saying.
- Acknowledge their feelings: Use phrases like “I can see why you’re frustrated” or “That sounds really challenging.” This doesn’t mean you agree with them, just that you recognize their emotions.
- Argue for them: When you argue from their perspective (internally of course), you gain insights you wouldn’t see otherwise.
- Avoid judgment: Your job isn’t to decide if their anger is justified. Focus on understanding, not evaluating. I will say, this is the most difficult strategy to master.
- Use “I” statements: Instead of “You’re overreacting,” try “I want to understand why this is so upsetting for you.” Or instead of saying, “I am sorry you feel that way” try “I would NEVER want you to feel that way.”
Remember, the goal isn’t to fix their problem. Often, just feeling understood can take the wind out of anger’s sails.
Here’s the bottom line: empathy is like a muscle. The more you use it, the stronger it gets. And in today’s world, where misunderstandings can escalate quickly, having a strong empathy muscle can be a real game-changer.
We’re all human and we screw up. We let our emotions sometimes take control. You’ve done it and I’ve done it. So share some empathy and it’ll go a long way in making those bad days a little bit better – for everyone involved.
As a co-founder of The Constance Group, I’m at the forefront of revolutionizing sales and leadership strategies worldwide. Our difference? The proprietary “Sales Funnel©” methodology—an innovative approach that significantly enhances selling processes, complemented by our programs in leadership, negotiation, and sales development.
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