But that almost misses the point. The goal is to provide that emotional first aid. They’re angry, anxious, scared, or otherwise unbalanced and they need a healthy way of voicing their qualms so they can move towards organizing their thoughts. There is no chance of resolution until then. It also works on the phone. I Never Underestimate The Power Of An Old Lady With Knitting Skills Shirt work at a pharmacy and a woman called in asking to refill a prescription. I asked for her date of birth because she has a name as generic as John Smith. She gives it and goes “it’s rude to ask for the date of birth” not even joking. She sounded pissed. I stopped let what she said to soak in for both of us and without a comment continued on and asked what prescription she needed. It definitely killed all the aggressive energy she was giving off.
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Same working in the call center. I just answer your questions and ignore aggressive behaviors. Silences or light short direct answers work perfectly. You have no more questions or new questions just raging on phone I’ll ask you if you have another question if you say no or shit I’ll say have a nice day and goodbye. Education by bullshit. Work great. Teenager here. The easiest way to get others to talk. Also always fun being better at silence than the Never Underestimate The Power Of An Old Lady With Knitting Skills Shirt teacher attempting it. I’m a fairly good student but I occasionally have some dumb moments, so silence is useful. Also very good at de-escalating situations with angry parents. Whenever they get mad, I’ll just sit there, let them wind themselves down, and give nothing. They tend to blow themselves over and decide it’s really not worth that much energy.
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I did that once when my bully coworker was having a meeting with me and the hr manager to tell the hr manager how bad I was. She was blatantly lying about stuff I supposedly did, and I just looked her dead in the Never Underestimate The Power Of An Old Lady With Knitting Skills Shirt face and gave no feedback, no nodding, no nothing. She became more and more animated and uncomfortable. Totally non-threatening and can take the wind out of someone’s sails before they get themselves up even more wound up (especially when they approach you aggressively). Has gotten me out of some crazy situations, including one where the other person that was clearly looking for a fight (backed up by several BIG guys) ended up helping me guide my wife out of a crushing crowd.
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