Defusing angry people : practical tools for handling bullying, threats, and violence by Kevin Fauteux.

Knowing yourself : the first tool of de-escalation. Calm yourself ; Parasympathetic nervous system ; Calm is not doing nothing ; Counter-transference and anger ; Identify and calm your anger -- Listening to frustration. Listening ; Active listening ; Acknowledge anger ; Empathy ; Verbalize anger ; Clarification ; Problem solving ; Tips for effective listening -- Defensive anger. Defuse defensive anger ; Validate defensive anger ; Set limits to anger ; Narcissistic anger ; Know your limits -- Difficult angry people. Disengage the difficult person's contest ; Defuse difficult anger ; Keep your anger in check -- Hostility. Hostile body language ; Defuse hostility ; Defuse hostile anger ; Signs of hostility -- Rage. Control rage ; Defuse rage ; Stay in control -- Threats. Threat assessment ; Defuse threatening anger ; Be prepared ; Do not threaten back ; Acknowledge threat ; Alternative solutions ; Establish consequences ; Deal with threatening behavior ; Sociopathy ; Defuse the sociopath ; Psychosis ; Defuse the Psychotic ; Substance abuse and aggression ; Defuse alcohol/drug induced anger ; Provide alternative options -- Violence. Protect yourself ; Try to stay calm ; Face your assailant ; Use self-defense ; Learn self-protection -- Post assault debriefing. Assess your encounter with an angry person.

"We have all encountered angry people and each of us has, at times, felt angry. But today, anger seems to have become a more pervasive and sometimes violent presence in our lives...Kevin Fauteux presents proven strategies and practical techniques to defuse angry and potentially violent people. 'Defusing Angry People' teaches readers the ways to manage combustible situations such as calming a verbally abusive person, not being intimidated by a bully, handling a serious threat and protecting one's self from volatile encounters..."--P. [4] of cover.