Defuse the Time Bomb
Set them into an unknown audience
Ask them what they expect you to do
Focus on the problem, not the emotions
“This sounds important, let me write this down …what was that last sentence again?”
- if they know, say, “no, no, the sentence before that”
At the pause, ask what you can do to help
- You are giving them respect - respect - respect
Don’t face off, stand along side (you are now on HIS side)
If exploded: Listen, listen
- Time to act was before, you’re too late, just listen
- Don’t defend yourself, they may even be right, just listen)