Which of the following techniques should be used when a staff member has lost his or her temper?
1.
Do what comes naturally and respond with anger.
2.
Listen in a respectful, polite way.
3.
Ask the staff member why he or she is angry.
4.
Refuse to listen to this person because he or she is simply too upset at this point.
ANS: 2
A good technique for dealing with this situation is to stop and listen without returning the anger. Returning the anger only makes the situation worse.
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