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Keep calm.

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Manage excessive anger.

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Anger can be a powerful emotional experience, for better or for worse.

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We will examine problematic anger and ways of managing it effectively.

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Allen was taken aback when he caught a glimpse of himself in the mirror as he waited in all the flushed

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face and furious experience at work almost made to him laugh.

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I looked like a crazy, he thought to himself.

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His ordeal had started 45 minutes earlier when he called to change of product he had ordered.

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It took him several tries to get through the automated prompts, um, as the system kept placing him

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on hold and then disconnecting after several minutes.

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By the time he reached a human being he was starting to see read.

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The voice on the other end didn't seem very sympathetic when he complained about the difficulty getting

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through and when he explained his request for an exit change, she decided the company policy.

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There is a 14 day window for returns or exit changes, and often, unfortunately, there are no exceptions

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and only gritted history and described his circumstances not receiving the order till after 14 days

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had passed.

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His recent move, the address of date that hadn't registered, the representative replied with irritating

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calmness.

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Sir, it's the customer's responsibility to update their address of record, furious alarm and blind.

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I'd like to speak with someone who isn't hard of hearing one moment while I transfer you.

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After five minutes, the line went dead.

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It was all Allen could do not to throw his phone against the wall.

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Twenty minutes later, he had a similar conversation with bad customer service.

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We've all experienced irritating situations, whether they're with customer service representatives,

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customers, friends, parents, kids, bosses or strangers.

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When channeled appropriately, anger can be a force for good.

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However, excessive anger has unhealthy effects both on our health and our relationships.

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Let's begin by exploring what anger is and how it's expressed, and then we will turn to ways of managing

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it.