The Managing Upset® approach for disarming anger is now fully detailed in the book,  Compassion@Work: Creating Workplaces That Engage the Human Spirit. The book's chapter on "Compassionate Disarming" discusses why many people have difficulty coping with conflict, why natural responses to confrontation tend to make situations worse, and how by contrast, a compassionate disarming approach can neutralize anger, make people feel understood and respected, and pave the way for productive dialogue. 

Organizations interested in Managing Upset training may contact us to request a complimentary copy. Compassion@Work is also available on Amazon.