Dealing with conflict and volatility: “You’re being irrational!”

"Question"—Einstein by Mimi Stuart © Live the Life you Desire

“Question”—Einstein by Mimi Stuart © Live the Life you Desire

Be a skilled listener

“Talk to me” is the motto for the New York City hostage negotiations team. When dealing with extremely dangerous, volatile, and emotionally-laden situations, the most effective skill is active listening. The best negotiators interrupt less and listen more. They ask questions, generally simple ones. The same can be said for negotiating differences of opinion in any relationship.

There is a universal desire to be heard and understood. Often people become angry and irrational because they can find no other way to be heard. When people shout, repeat themselves, withdraw, or attack, you can surmise that they feel and resent not being heard.

Hold off responding to their actions or behavior. Don’t argue. First you need to really listen and understand their underlying interests.

Skilled listening will satisfy their desire to be heard, build trust and connection, and buy time in a difficult situation. Skilled listening is more likely to win the other person’s consideration toward you and is one of the best ways to find out the other person’s interests so you can find creative solutions.

Ask simple questions

Rather than arguing, ask questions to uncover the other person’s underlying desires and needs. Often the most powerful question is the simplest question, and may even feel like an obvious one. Rather than objecting, arguing and responding, just truly listen in order to understand the other person’s perspective.

Minimal prompts are best, “Hmmm.” “Go on.” “I see.” But it’s critical that body language conveys that you are interested in what they have to say. Demonstrate curiosity and understanding, not skepticism or contempt. For example, lean forward, look at the person, and demonstrate a relaxed interested demeanor.

Check your understanding

Every now and then repeat back and paraphrase what the other person says to make sure you’re getting that perspective right. Mirroring the other person should be neither a linguistic trick nor compliance, but a true effort to reflect back the other person’s perspective.

Many high stakes professions involve active listening and mirroring. Think of pilots talking to the control tower and how each repeats what the other has said. Think of doctors and assistants during surgery, as well as lawyers and court reporters in court proceedings.

Showing that you understand and that you are addressing a person’s interests calms everyone down and makes problem solving possible. Mirroring the other person also builds rapport. The goal is to get the other person to say “Exactly!” when you paraphrase him or her.

Start with broad open-ended questions that don’t have a yes or no answer.

1. “Talk to me.”

2. “Would you explain to me your situation.”

3. “I would like to understand what your perspective is on the matter.”

4. “Tell me about your needs and desires and what you’re hoping for.”

Insights emerge from what the other person says and doesn’t say.

Then ask narrower questions, such as,

“You say you want to have more time together. Can you say more about that.”

Eventually you can ask more specific yes or no questions.

“Would you feel happy if we could a weekly date night and Saturday afternoons together?”

While hostage negotiations are much more explosive than typical day-to-day negotiations or relationship conflicts, the same principles hold. Research shows that the most successful sales people talk less and let the buyer talk more. Happy couples spend more time trying to understand and support their partner than trying to drive home their point and get their way. So, to become happier and more successful in your relationships, move away from the football metaphor of offense and defense to that of a scientist and focus on curiosity and understanding.

by Dr. Alison Poulsen

Reference: Professor Seth Freeman’s “The Art of Negotiating the Best Deal.” Thanks to Professor Freeman and his excellent Audio course from The Great Courses.

Read “Conversation and Active Listening: ‘It seems like I do all the talking.’”

Read “Didn’t you hear what I just said!”

Watch “Dealing with Angry People.”

Guest Author SAM VAKNIN, PhD:
“Why is He So Angry All the Time?”

"Roar" by Mimi Stuart © Live the Life you Desire

“Roar” by Mimi Stuart ©
Live the Life you Desire

GUEST AUTHOR Sam Vaknin, PhD writes:

Is he in a constant state of barely suppressed rage? Does she flare up at the slightest slight? Does he interpret any behavior, however innocuous, as a “provocation”?

He or she may be a narcissist.

Anger is a perfectly normal and, in most circumstances, a healthy reaction. The underlying aggression is often verbalized and sublimated long before it transforms into violence. So, do we become angry because we say that we are angry, thus identifying the anger and capturing it – or do we say that we are angry because we are angry to begin with?

Anger is provoked by adverse treatment, deliberately or unintentionally inflicted. Such treatment must violate either prevailing conventions regarding social interactions or some otherwise a deeply ingrained sense of what is fair and what is just. The judgement of fairness or justice is a cognitive function impaired in the narcissist.

Anger is induced by numerous factors. It is almost a universal reaction. Any threat to one’s welfare (physical, emotional, social, financial, or mental) is met with anger. So are threats to one’s affiliates, nearest, dearest, nation, favourite football club, pet and so on. The territory of anger includes not only the angry person himself, but also his real and perceived environment and social milieu.

Threats are not the only situations to incite anger. Anger is also the reaction to injustice (perceived or real), to disagreements, and to inconvenience (discomfort) caused by dysfunction.

Still, all manner of angry people – narcissists or not – suffer from a cognitive deficit and are worried and anxious. They are unable to conceptualise, to design effective strategies, and to execute them. They dedicate all their attention to the here and now and ignore the future consequences of their actions. Recent events are judged more relevant and weighted more heavily than any earlier ones. Anger impairs cognition, including the proper perception of time and space.

In all people, narcissists and normal, anger is associated with a suspension of empathy. Irritated people cannot empathise. Actually, “counter-empathy” develops in a state of aggravated anger. The faculties of judgement and risk evaluation are also altered by anger. Later provocative acts are judged to be more serious than earlier ones – just by “virtue” of their chronological position.

Yet, normal anger results in taking some action regarding the source of frustration (or, at the very least, the planning or contemplation of such action). In contrast, pathological rage is mostly directed at oneself, displaced, or even lacks a target altogether.

Narcissists often vent their anger at “insignificant” people. They yell at a waitress, berate a taxi driver, or publicly chide an underling. Alternatively, they sulk, feel anhedonic or pathologically bored, drink, or do drugs – all forms of self-directed aggression.

From time to time, no longer able to pretend and to suppress their rage, they have it out with the real source of their anger. Then they lose all vestiges of self-control and rave like lunatics. They shout incoherently, make absurd accusations, distort facts, and air long-suppressed grievances, allegations and suspicions.

These episodes are followed by periods of saccharine sentimentality and excessive flattering and submissiveness towards the victim of the latest rage attack. Driven by the mortal fear of being abandoned or ignored, the narcissist repulsively debases and demeans himself.

Most narcissists are prone to be angry. Their anger is always sudden, raging, frightening and without an apparent provocation by an outside agent. It would seem that narcissists are in a CONSTANT state of rage, which is effectively controlled most of the time. It manifests itself only when the narcissist’s defences are down, incapacitated, or adversely affected by circumstances, inner or external.

Pathological anger is neither coherent, not externally induced. It emanates from the inside and it is diffuse, directed at the “world” and at “injustice” in general. The narcissist is capable of identifying the IMMEDIATE cause of his fury. Still, upon closer scrutiny, the cause is likely to be found lacking and the anger excessive, disproportionate, and incoherent.

It might be more accurate to say that the narcissist is expressing (and experiencing) TWO layers of anger, simultaneously and always. The first layer, of superficial ire, is indeed directed at an identified target, the alleged cause of the eruption. The second layer, however, incorporates the narcissist’s self-aimed wrath.

Narcissistic rage has two forms:

I. Explosive – The narcissist flares up, attacks everyone in his immediate vicinity, causes damage to objects or people, and is verbally and psychologically abusive.

II. Pernicious or Passive-Aggressive (P/A) – The narcissist sulks, gives the silent treatment, and is plotting how to punish the transgressor and put her in her proper place. These narcissists are stalkers. They harass and haunt the objects of their frustration. They sabotage and damage the work and possessions of people whom they regard to be the sources of their mounting wrath.

In 1939, American psychologist John Dollard and four of his colleagues put forth their famous “frustration-aggression hypothesis.” With minor modifications, it fits well the phenomenon of narcissistic rage:

(i)           The narcissists is frustrated in his pursuit of narcissistic supply (he is ignored, ridiculed, doubted, criticized);

(ii)          Frustration causes narcissistic injury;

(iii)         The narcissist projects the “bad object” onto the source of his frustration: he devalues her/it or attributes to her/it malice and other negative traits and behaviours;

(iv)          This causes the narcissist to rage against the perceived “evil entity” that had so injured and frustrated him.

Narcissistic Injury

An occasional or circumstantial threat (real or imagined) to the narcissist’s grandiose and fantastic self-perception (False Self) as perfect, omnipotent, omniscient, and entitled to special treatment and recognition, regardless of his actual accomplishments (or lack thereof).

Narcissistic Wound

A repeated or recurrent identical or similar threat (real or imagined) to the narcissist’s grandiose and fantastic self-perception (False Self) as perfect, omnipotent, omniscient, and entitled to special treatment and recognition, regardless of his actual accomplishments (or lack thereof).

Narcissistic Scar

A repeated or recurrent psychological defence against a narcissistic wound. Such a narcissistic defence is intended to sustain and preserve the narcissist’s grandiose and fantastic self-perception (False Self) as perfect, omnipotent, omniscient, and entitled to special treatment and recognition, regardless of his actual accomplishments (or lack thereof).

by Sam Vaknin, PhD, the excellent Author of “Malignant Self-love: Narcissism Revisited.”

Read Dr. Sam Vaknin’s “Should I Stay Or Should I Leave?’ The Tremendous Costs of Staying with an Abusive Person with Narcissistic Personality Disorder.”

Read “Emotionally Volatile People: ‘He can be so charming and then so defiant.’”

Watch “Dealing with Angry People.”