Children’s Ministry: How to Respond to Angry People

Most people just want to know that someone cares about their feelings. Saying words like, “I understand how you must feel” or “Let’s work this out together” or “I am going to help you” are a great way to show empathy.

6. Watch your body language.

Keep your arms unfolded. Maintain good eye contact.

7. Apologize.

It can be difficult to say “I’m sorry this happened.” Especially after the person has berated you. If the person’s upset for a good reason, then offer a genuine apology.

8.  Don’t give in if it’s a safety issue.

Here’s an example. A parent has lost their pick-up tag. When you ask them to go to guest services to get pick up confirmation, he or she starts complaining and says, “Oh, come on!  You know me.  We are here nearly every week.” Since this is a safety issue, you can’t give in…no matter how hard they press you.

9.  Come up with a solution.

The best way to diffuse an angry person is to work with them to come up with a solution.  Let them know you can work together to find a reasonable solution. However, there may be times when you simply can’t come up with an easy fix. When this happens, schedule a time to sit down together and talk more in-depth about the issue.

10. Take time to recover.

Dealing with angry people can drain you. Take a break afterwards. Explain to your boss what happened and what you did in response. Let your boss know your next step in the situation and confirm with them that you are making the best move.

Tough situations will arise. Follow these 10 steps and you will be a leader who knows how to respond to angry people.