Focus on building empathy and trust with the client/patient who is expressing anger.

TAP the examples below to see what you can say in response.

Client: You're not listening to me.

Try: I hear you tell me that you are frustrated. What are you most concerned about right now?

Client: I'm sick and tired of people asking me about my drinking all the time.

Try: It's frustrating when other people tell you what to do. (Stop and listen to the client/patient now.)