Thanks to our Partner, NAPA Autotech Training and Pico Technology

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Key Discussion Points:

Two Types of Angry People

• Explosive: Outwardly aggressive (e.g., yelling at a cashier).
• Implosive: Bottled-up anger that can lead to extreme reactions (e.g., the quiet cashier who "snaps").

No One Starts at 100% Anger

• Anger escalates in stages—people don’t go from 0 to 100 instantly.
• Triggers (work stress, home life, past trauma) compound over time.

Personal Reflection: Parenting & ADHD

• Matt shares struggles with his son’s ADHD and his own reactive anger.
• Realization: Frustration often stemmed from unrealistic expectations, not the child’s behavior.
• Lesson: Awareness is key—but applying knowledge is harder than reciting it.

Handling Anger in the Workplace

• For Leaders/Co-workers:
• Approach outbursts with curiosity, not defensiveness.
• Validate feelings without justifying bad behavior.
• Ask: "What else is going on?" (e.g., home stress, financial fears).
• For Customers:
• High-conflict clients may already be at "50%" before they walk in.
• Respond with calm energy, active listening, and empathy.
• Example: "I understand why you’re scared. It’s hard to trust when you’re unsure."

De-escalation Tactics

• Mirroring: Match the energy level you want (e.g., stay calm to diffuse rage).
• Validation: Acknowledge emotions without agreeing to unreasonable demands.
• Safety First: Remove yourself or others if the situation escalates dangerously.

Why This Matters in the Aftermarket

• Most customer outbursts are rooted in fear (e.g., being ripped off, losing control).
• A thoughtful response can turn a raging customer into a loyal one—or reveal irreconcilable differences.

Thanks to our Partner, NAPA Autotech Training

NAPA Autotech’s team of ASE Master Certified Instructors are conducting over 1,200 classes covering 28 automotive topics. To see a selection, go to napaautotech.com for more details.

Thanks to our Partner, Pico Technology

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Contact Information

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