CALM STRONG FEELINGS
Prevent escalation and potential violence.
Enable an upset person
to take a rational view of the situation.
Explicitly acknowledge the emotion the upset person
is feeling. Realizing
that you understand what s/he is feeling will help the person put that
strong feeling to one side and look less emotionally at the situation.
- Situation #8
Separately the two people who live (or work) in adjacent
rooms across the hall from you have complained to you about each other. You
hear them start to argue loudly in the hall.
Response: (To person A ) "I can see that you
are frustrated and feel that B is not being fair." (To person
"I can also see that you are frustrated and feel that A is not being
wonder if it would be a good idea for the three of us to talk together
before the situation gets worse."
Strategy List | Situation