Anger - Dealing with anger, especially when it is directed to you, can be a challenge. Effective listening can help defuse anger, but when it is directed to you, it is difficult to respond definitively. Ask for staff backup to help regulate the situation. A person who is angry needs time to vent the steam that may have been building for some time. Show that you are paying attention. The person needs to know that someone is really listening to her point of view. In addition, the person needs to feel that you empathize with her and acknowledge that you understand the situation. Be attentive and patient, and the party will become less angry as she expresses herself. Be sincere as you honestly validate the situation causing anger. Finally, be calm as you hear sometimes inflammatory comments in the heat of the moment.

Conflict resolution resources ' The Conflict Resolution Center Int'l in Pittsburgh, PA is a non-profit organization promoting non-violent approaches to conflict resolution. They maintain an excellent library on line, and they offer various publications for those interested in these issues. Managing Conflict is the web page of Douglas Noll, attorney and peacemaker. His thesis is that peacemaking is the best route to follow. The Maxwell School of Citizenship and Public Affairs at Syracuse University deals with academic research into conflict management. Finally, CaseBreakers specializes in internet based criminal records and background checks.

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