Fundamentals of Case Management Practice:
Skills for the Human Services, Third Edition
Chapter Eleven
Addressing and Disarming Anger
By
Nancy Summers
Published by
Brooks Cole
Cengage Learning
2009
COMMON REASONS FOR ANGER
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The client is angry about
something the agency has
done.
The client is angry about
something you have said or
done.
The client is fearful about the
way his life is going.
The client is exhausted from
trying to cope.
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The client feels overwhelmed
by the problems.
The client is confused by all
the policies, circumstances,
others’ reactions to her.
The client feels a need for
attention and attempts to
obtain it with anger.
WHY DISARMING ANGER IS IMPORTANT
Disarming anger
 Eliminates an obstacle to true
understanding.
 Shows the client you respect
the message.
 Enables you to understand the
problem.
Disarming anger also:
 Enables you to understand the
problem.
 Allows you to practice
empathy.
 Focuses on solving the issues
and problems.
DO NOT TAKE CLIENTS’ ANGER
PERSONALLY
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This is the number one mistake workers make when dealing with
angry clients.
There are numerous reasons clients become angry that have
nothing to do with us.
Taking anger personally may cause you to say or do things that will
permanently damage your relationship with the client.
Even when you believe the client is angry with you move on to
looking for a solution with the client.
ERRONEOUS EXPECTATIONS FOR
PERFECT COMMUNICATION
It is not realistic to expect that clients will:
 Never get angry, particularly with us.
 Always be appreciative.
 Never raise doubts.
 Not criticize us.
 Will not resist our ideas or even plans we developed with them.
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Believing these things is a trap.
We become disillusioned with the work and the client and tend to
treat the client punitively or with exasperation.
DISARMING ANGER IS A FOUR-STEP
PROCESS
Disarming anger is a four-step process
1. Be appreciative: “Thanks for letting me know this.” or “I
appreciate your feeling you could share this with me.”
2. Ask for more information without grilling: “Can you tell
me more about when this happened?”
3. Find something with which you can agree: “I can see
how we missed this when we went over the other clients
appointments.”
4. Begin to focus on a solution: “I have some thoughts
about how we could avoid this in the future. What are some of
your ideas?”
WHAT YOU DO NOT WANT TO DO
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Do not become defensive - defending yourself makes others angry
and you lose the opportunity to solve the problem.
Do not become sarcastic or facetious - when you thank clients for
their comments or agree with something you could sound sarcastic,
especially if you are feeling defensive.
Do not act superior - accept that it is alright for you to be wrong in
your perceptions or your behavior and it is alright for the client to be
wrong too.
Do not grill the client - when you ask questions for a better
understanding don’t ask one after the other in a doubtful tone.
LOOK FOR USEFUL INFORMATION
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If you listen to the message and not the anger, you can benefit from
useful feedback you may be getting.
Sometimes the client is bringing useful information that will help you
or your agency make constructive changes.
MANAGING AN ANGRY OUTBURST
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Be concerned when people move to anger that seems about to be
out of control, involves threats to others, or actual aggression.
Staff play a role in diffusing such a situation.
Use:
1. an even tone of voice
2. reflective listening, and
3. relaxed movement
Remain calm