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a blog by Don R. Crawley

Keynote Speaker on
IT Customer Service and Compassion

Bringing humanity into the world of technology

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Articles tagged  "about anger management"

Anger Management

How to Deal with an Angry Customer or End-User

By  |  May 6, 2013 3:34 pm

Whether we work on the help desk or in some other customer service capacity, or even if we don’t work in customer service at all, we sometimes have to deal with people who are angry. I’ve created a customer service training video based on this blog post and the rest of the post is just below the video.

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Anger Management

Three Tips for Anger Management: What to Do When You Get Angry

By  |  May 13, 2013 4:45 pm

A fact of being human is that we experience a wide range of emotions including happiness, pride, jealousy, sadness, and frustration. One emotion that can be difficult to deal with is our anger. When our work involves serving others, we can sometimes encounter situations that make us angry. Anger, in itself, is not bad and, in fact, can serve as warning sign that something is wrong and it can be a positive catalyst for change. Anger, however, when it is expressed in hurtful or destructive ways can cause problems in relationships (both personal and professional) and can lead to debilitating health problems. When not managed effectively, anger is a flame that consumes its host.

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IT Customer Service Book

There’s a new Compassionate Geek coming soon, very soon

By  |  September 17, 2013 5:20 pm

I’m very excited to announce the upcoming release of a major update to The Compassionate Geek. I’ve added a lot of new material, including reflection and discussion exercises at the end of chapter and more human stories about overcoming difficulty through perspective, tenacity, and strength of will. It’s scheduled for release on November 1 and …

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