01). Do not
interrupt.
= There is
sometimes a tendency, especially with long-winded angry person who keep going
on and on, to interrupt in order to get to the point, especially if other they
are waiting. Remain patient, when they pauses to take a breath you may take the
opportunity to politely clarify or redirect the discussion.
02). Do not
react instantly to angry or abusive comments.
= Snapping
back at that person is a lose-lose proposition. Try instead to count to 5
silently, while keeping eye contact. This briefs pause will give you the
opportunity to carefully choose your next words. The pause and your calm
response also send a message that you will not be manipulated by angry words or
putdowns.
.
03). Do not use
“But”.
= The word
“but” is a red flag to them causes defensiveness to go up and listening to shut
down. Instead, use the word “and”.
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