Handling Workplace Tensions: What Are the 5 Phrases to Avoid with an Angry Colleague?

Here is the presentation on "5 Phrases You Never Say to an Angry Person at Work." Hope you all would like it.

Thank you for your input. I have made corrections to the text:

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Thanks a lot, it's totally right. I give training to CS agents on how to deal with customers. I usually focus on the phrases you attached, and also the following ones:

- Why are you upset?
- Don't be angry.
- It's not a big deal.
- Fine!! I am sorry (with an inappropriate tone of voice, which indicates indifference).

Some of the effective ways to deal with an angry person are summarized below:
- Empathic listening with the right match of tone and body language.
- Use phrases like: I see, I understand, we're going to solve this problem, let's talk about it.
- Use phrases like: Please, sir, I want you to explain what went wrong in detail. I will listen to you, and I am sure you will be satisfied. I will do my best to help you.

These are some examples we usually use with angry customers.

Good luck,
Bilal Abujaleel
Training Consultant

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I hope the corrections are in line with what you intended to convey. Let me know if you need further assistance.

Good information on de-escalation approaches. It's not about the presentation being lengthy or not being structured properly; sometimes people like to have information. This can be very beneficial to learners like reflectors or theorists. Good work, mate.

Regards,
Kash.