1 00:00:00,270 --> 00:00:08,520 Understanding anger, there are many words to describe or experiences of anger, annoyance and irritation 2 00:00:08,520 --> 00:00:16,700 describe some milder forms of anger, whereas rage and fury suggest more intense emotional states, 3 00:00:17,070 --> 00:00:19,870 the quality of our anger will vary as well. 4 00:00:20,400 --> 00:00:30,060 We feel frustrated when our aims are thwarted, exasperated when our anger mixes with disbelief, outrage 5 00:00:30,060 --> 00:00:34,020 when we perceive a gross violation of what's right. 6 00:00:34,560 --> 00:00:40,020 What do all of these descriptions have in common in one way or another? 7 00:00:40,050 --> 00:00:42,940 There is the sense of having been wronged. 8 00:00:43,350 --> 00:00:47,100 We have expectations of how we want things to go. 9 00:00:47,100 --> 00:00:54,950 And when someone or something causes a worse outcome than we expected, we're liable to get angry. 10 00:00:55,380 --> 00:01:02,730 The thoughts we have when things don't go our way are essential to that degree of anger we feel during 11 00:01:02,730 --> 00:01:04,830 allowance customer service experience. 12 00:01:04,830 --> 00:01:08,970 He has thought to himself, this is a complete waste of my time. 13 00:01:09,300 --> 00:01:13,440 Just below this conscious awareness was the related throat. 14 00:01:13,830 --> 00:01:17,460 These people don't care that they're wasting my time. 15 00:01:17,880 --> 00:01:23,360 That interpretation is what sent him over the edge into feelings of rage. 16 00:01:24,090 --> 00:01:27,560 And I also have thoughts related to expression. 17 00:01:27,570 --> 00:01:28,200 His anger. 18 00:01:28,500 --> 00:01:36,340 As his anger built, he began to feel like he needed to punish the person he was talking to for mistreating 19 00:01:36,340 --> 00:01:36,620 them. 20 00:01:37,770 --> 00:01:44,790 They need to know I'm not a stupid who can be pushed around, he told himself his body was. 21 00:01:44,790 --> 00:01:48,510 He was was having its own set of reactions. 22 00:01:48,900 --> 00:01:55,980 His blood pressure and heart rate had increased as attention had narrowed on the target of his anger. 23 00:01:56,340 --> 00:02:06,600 His breathing also had quickened as he entered a full activation of his sympathetic nervous system. 24 00:02:06,600 --> 00:02:08,220 More fight than flight. 25 00:02:08,220 --> 00:02:10,110 He was ready for battle. 26 00:02:11,940 --> 00:02:18,270 We cannot break down the components of anger to better understand it and to find a place is in the process 27 00:02:18,270 --> 00:02:19,050 to intervene. 28 00:02:19,500 --> 00:02:26,850 Our mood of anger begins with a trigger situation, some violation of our expectation of how we should 29 00:02:26,850 --> 00:02:27,600 be treated. 30 00:02:27,960 --> 00:02:34,590 Our resulting thoughts, driven by our core beliefs, will lead to emotional and physical reactions. 31 00:02:34,980 --> 00:02:42,480 Together, these thoughts, feelings and physical sensations comprise our subjective experience of anger. 32 00:02:43,650 --> 00:02:53,160 We make an important distinction in this matter between our experience of anger and our expression of 33 00:02:53,210 --> 00:02:54,330 under the former. 34 00:02:54,330 --> 00:03:01,680 It clearly influences the letter, of course, since we have to experience anger before expressing it, 35 00:03:02,460 --> 00:03:09,510 a triggering situation leading to thoughts, physical sensations and expressions of anger.