Oct 21,2024: Using Words to Calm a Tense Situation
Yes, what you say matters. Sticks and stones will break bones and words can make or break your attempt to keep someone from escalating out of control. When approaching someone who is visibly upset, even to the point of anger, it is important that you take control of the conversation. Set boundaries on how you expect to be treated. Let them know that you won't belittle or disrespect them and, if you're going to help them, you expect the same in return. Once you've established that you can move on to the next key principles in de-escalation. Remember, what this…