Quote:
Originally Posted by eskielover
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Don't think so.....usually when they are in a rage every part of their mind is shut down except for their emotional mind. Getting through to an emotional mind in the middle of rage is basically impossible.
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Challenge accepted.
I know I'm going to jinx myself if I write this, but I haven't felt any anxiety since posting about it. Either simply talking about it helped a lot more than I thought it would, or it just hasn't happened. I was kind of hoping it would happen again soon so that it was fresh in my mind and I could explain it better, and maybe analyze the situation that caused it, but no luck.
Quote:
Originally Posted by Open Eyes
Perhaps on a basic instinctive level people freeze because they know that it's the only thing you can do when someone is in a rage. I think that anyone who has tried to stand up to someone in a rage begins to learn that all that does is make the person rage even more. I have helped children work through rages, but with adults it's a lot harder. Sometimes the size of an adult alone can be a factor.
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I honestly don't think it's the only thing you can do. Before an angry customer explodes in a rage fit, I can often see tension building up to the explosion. Some of my co-workers are able to take control of the mood, diffuse the situation before they explode, and angry customers simply fall in line. It's like a conversational sleight of hand. Of course, it doesn't always work, and it's usually only the most experienced dealers who are able to do this well. But I know it can be done.
Then again, now that I think about it, I'm comparing myself to people who've been in this business for decades and have learned a thing or twenty.