How To Defuse A Heated Situation:

Dealing With Angry People

Before we begin, it's important to note that if the situation is to the point in which our life or someone else's is compromised, it's best not to intervene, call the authorities for help instead. In instances like these, trying to step in doesn't always work out how we wish it to which can put you and others at risk of being harmed.

Whether being involved yourself or witnessing a bad situation, the first step forward is to ask what you can do, if anything, to help calm things down. Getting angry yourself will only make matters worse, so try and keep a cool head no matter what happens. Giving a calming, slow and non-threatening response is the best way to tackle this, particularly with people who are prone to getting angry, or are easily irritable. Use empathy to find a way to understanding why things got this far out of control, or what the other persons involved are truly angry about. Don't tell them that you will fix things, show them. Do a quick recap of all the things they've mentioned to show you've been listening and that you've really taken what they've said on board, this way they will be more likely to trust you in the future and can avoid more trouble coming from the same issues.

Your self-presentation is often more important than what you say. By using a gentle tone of voice, positive body language and offering support, it will set the tone of the conversation as it is unlikely to get loud and abusive if you are remaining calm and accepting. Once the tension is broken, it's okay to smile. Some fear that smiling will make it seem like you aren't taking things seriously, rather making a joke of it - this isn't the case. It's important to time the smile perfectly to prevent this from happening, but doing so will tell you instantly if the situation is over and done with simply by how the other person responds, if they smile back, you know it's all in the past!