Addressing and Disarming Anger

I. Common Reasons for Anger
 A. The client is angry about something the agency has done
  1. Client does not understand the laws and regulations you have to follow
 B. The client is angry about something you have said or done
  1. Clients may misunderstand you
 C. The client is fearful
  1. client can be upset over the turn in their live
 D. The client is exhausted
 E. The client feels overwhelmed
  1. Clients may be overwhelmed with their problems
 F. The client is confused
  1. Client can be confused by policies
 G. The client feels a need for attention

II. Why Disarming Anger is important
 A. Eliminates an obstacle to true understanding
  1. Once the anger is diffused you can understand what the problem is
 B.Shows client you respect their message
  1. Once disarmed it shows you respect problem even if you don't agree with the way it is expressed
 C. Enables you to understand the problem
  1. Once anger is disarmed you can address the problem
 D. Allows you to practice empathy
  1. You can see it the problem as client sees it
 E. Focuses work on solving the problem
  1. Focus on solving the problem not on who to blame

III. Avoiding the Number One Mistake
 A. Don't take the anger personally

IV. Erroneous Expectation for perfect Communication: Another Reality Check
 A. Some Human service workers think their clients will give them no problems, don't fall into this trap

V. The Four Step Process
 A. Be appreciative
  1. Show that you are appreciative to them for bringing the problem to your attention
 B. Ask for more information
  1. To understand the problem you need to know the details
 C. Find something with which you agree
  1. Find a little piece that you agree with
 D. Begin to focus on a solution
  1. Focusing on a solution should include collaboration

VI. What you Do not Want to do
 A. Do not become defensive
  1. Don't fall into a trap of defending yourself
 B. Do not become sarcastic or facetious
 C. Do not act superior
 D. Do not grill the client
  1. You can ask questions just be careful to not ask to many

VII. Look for Useful Information
 A. You can benefit from feedback if you really listen

VIII. Managing An Angry Outburst
 A. An even tone, continued reflective listening, and relaxed movement works best

http://www.psychologytoday.com/blog/happiness-in-world/201311/dealing-anger
This is a article about to help someone deal with their anger. It gives an example of a angry client that is really fearful and what to do.

A question I have is when a client gets so angry and you are fearful of what they may do, what are you supposed to do about it?