Barney, a neighbor, is irate because his car is blocked in, and gets more angry to discover staff who do not speak English and that Carlos is no longer cleaning the garage and is now the new receptionist. Carlos tries to show empathy for Barney but it backfires. Carol escalates the anger whilst Marcus demonstrates his effective conflict resolution skills to bring the situation under control.

Barney, the neighbor, arrives irate because his car is blocked in the garage.  He is loud, rude and aggressive and Carlos struggles to handle him. Carol suggests allowing complainers vent, and then to patronize them, which she demonstrates in her interaction with Barney, before storming off. Marcus however, is able to calm Barney down and address each of his problems.  Barney complains to Marcus about Carol's attitude and Marcus discusses constructive dialogue and anger management issues. Carol returns and Marcus helps them both deal with each other in a calmer way to the point where Barney can recognize the true feelings behind his anger. He is able to acknowledge the assistance that Marcus has given him in recognizing anger as a secondary emotion.   

  Key Learning Points

"Anger is an outward expression of discontent. Managing anger calmly and effectively is a life skill"

RESOLVE COMPLAINTS EFFECTIVELY

Don’t ignore reasons for anger
INSTEAD: Ask questions to establish facts

Don’t raise your voice
INSTEAD: Stay calm and in control

Don’t escalate by being defensive
INSTEAD: Take responsibility to fix problems

Don’t be vague with help
INSTEAD: Provide practical solutions