In my live complaint resolution seminars, I demonstrate the martial art Aikido and offer it as a strategy for diffusing anger. I began teaching this unconventional approach to managing conflict after having my breath taken away as I watched Steven Segal effortlessly defeat his opponents without violence or aggression in half a dozen of his movies.

Aikido is a nonviolent martial art that never meets force with force and can be applied to conflict situations with demanding, irate or unreasonable customers. (I've personally applied Aikido to situations with customers, employees and co-workers.) Using the principles of Aikido, you too can diffuse anger and demonstrate amazing control over all aspects of verbal attacks.

People using "verbal aikido" can respond to heated situations directly and assertively without being pulled into the drama of the battle and they can lay the foundation for win-win resolutions that maintain the customer's loyalty – even with angry customers. Here are 7 Aikido principles that will help you more effectively respond to anger.

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