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close this bookHundred Tips for a Better Management (Aga Khan Foundation, 1993, 70 p.)
close this folderCriticising performance
View the document83. Don't be afraid to offend; just don't be offensive in your approach69
View the document84. Take care of mistakes when they are small; do not allow them to grow, they will get more complicated
View the document85. How to handle anger70
View the document86. How to manage conflict71

85. How to handle anger70

Anger is natural. It is OK to be angry once in a while. What is important is how you express it when you are angry and how you deal with an angry staff person. Anger is a severe reaction to frustration, a reaction to having our needs or desires blocked, particularly if we believe that the block is arbitrary or unreasonable.

If you are angry: Acknowledge it, determine what made you angry, and express your anger through the "RDA technique" (Resent, Demand, Appreciate), i.e.,

  • Resent: I don't like our staff playing computer games during working hours

  • Demand: I expect this place to be run like a professional office

  • Appreciate: You are all valuable professionals; let's keep it like that.

If one of your staff gets angry: Get the person away from co-workers, allow the person to express his or her anger, find out the facts, and identify the cause of the anger, and confront the problem.