Posted on: Monday, June 17, 2002

60 SECONDS ON BUSINESS
'Exploders' require strategic approach

By Dr. Drake Beil
President, Solutions Inc.

Do you work with anyone who shouts? Customer-service workers feel that yellers and screamers are the toughest "exploders" to deal with on the job.

"Exploders" try to get their way by yelling at others and being loud; they explode easily and even when they're not blowing up, they want you to know their fuse is lit. What's the best way to deal with an "exploder?"

The first key is to step back and understand the situation. You can't move toward a solution until the person blows off steam first. You're not going to stop them from venting, but you can count the vents. As difficult as it may sound, you want to encourage the venting. If you move them or remove them from a public area by saying, "I can help you with that over here," that could create an opportunity for you to make them feel special and recognized. Usually, one or two bursts will take care of it, and if you can help them express themselves, it could enable them to cool off sooner.

This approach may seem like you're inviting punishment, but not really. It will be impossible to deal with them and solve their problems while they are carrying on. It could even get worse if they are ignored or abandoned.

So don't worry about agreement or disagreement; concentrate on the method not the message. Once they've vented a few times and you see them calming down, you can move to a solution. If they're still going after two vents, get out a paper and pen, and ask permission to take notes. Jot it down and you have info if you need to file an incident report.

Reach Dr. Drake Beil at drake@60secondsonbusiness.