Don’t Resist Anger, Defuse It 163
when what you really mean is,
It was not my intention to offend you.If you tell them they shouldn’t be angry, they will only hear
judgment of their anger not of your intended message of good-
will.
Avoid saying,
I’m sorry you misunderstood me.when they need to hear
I’m sorry I wasn’t clear.Otherwise, they will hear blame and accusation.
Never, ever, use sarcasm with angry people. Keep your heart
open to them and their need in their anger.
The next time someone is angry with you, don’t resist. Defuse
his or her anger with PowerPhrases.