When someone is yelling at you, it's only natural to feel overwhelmed. Whether you’re facing an angry client or a heated colleague, here are some quick actionable tips you can start using today:
🧍 Always stand tall with your head up, shoulders back, and hands by your side. This shows that you are ready to listen.
🤫 While a person is yelling at you, say nothing. Try to avoid using minimal encouragers (umms and ahhs) - large slow nods are enough to indicate that you are listening.
🪑 If you can, invite the person to sit down. This will reduce their anger as they won't have a strong foundation on which to rage.
👂 Listen to what they are saying. When they have finished their 'vent', paraphrase what they said related to the facts of what they are yelling about.
👀 Reduce your eye contact to half of what you would usually do, 30% instead of 60%.
🖊️ If you can, hold something in your hand such as a notebook or pen, it will help you feel more relaxed yet confident (try it now!).
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Angry Customers!