Client (talking loudly, and banging his fist on the desk): I have a beef to pick with you! You tell me I’m a mental case and then give me medicine that makes me feel like a nut case. worker:

Above are some opening sentences said by angry clients. It is up to you to develop the exchange, including more information regarding what the client is angry about and the responses of the worker. You do not have to use the disarming steps in any particular order. See if you can add some active listening and open questions as you go along. See if you can put yourself in the clients’ shoes and empathize with their feelings.