Angry? Me? No! I never get angry, at least I never show it, specially not with customers and colleagues.
Is there anything wrong with that?
The issue is not whether you show anger or not, but whether you know how to deal effectively with anger signals. The inability to do so, often leads to destructive behavioral patterns and can easily let you end up in a guilt cycle.
What is needed, in Mike Matulovich's terms, is real Elephant behavior in dealing with anger.
The diagram on the right contrasts the way in which the Elephant, the Ostrich and the Rhinoceros deal with anger.
Four guidelines to manage anger and respond effectively:
Address the problem.
Ask questions in order to obtain information to solve the problem.
