Deëscalation tip #8

 One way to deëscalate is to convince the escalated person that you are feeling empathy for them. To do that, it is helpful to think of their behavior, including affect, volume, and other observables as their emotional data field. As you gather that data you transform into an empathic listener.[1]

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[1] Noll, Douglas E. (2017). De-escalate: How to calm an angry person in 90 seconds or less. Hillsboro, OR: Atria.