Deëscalation tip #31

Don't interrupt. Be sensitive to what the escalated person feels is interruption. Interrupting can be interpreted as disrespectful, or as an attempt by you to dominate or dismiss their urgent concerns. If you are nodding to express understanding, monitor how your responses, even your nonverbals, are being received and interpreted: 

• Smiling is generally good, but alter your expression if it seems like your smile is being interpreted as mocking.
• Nodding is generally good, but alter it somehow if it seems like it's being interpreted as an effort to get them to hurry up and finish so you can respond. 
• Empathic eye contact is good, but alter it if it seems like it's being interpreted as a challenge.

Your own self-talk should include a reminder that you want to indicate that you are listening to understand, not to judge or rebut. Every scenario is unique; the deëscalation tradecraft is both conceptual and pro forma template. You are unique. Your escalated person is unique. The context is unique. Therefore, unlike some exact unchangeable practices, perhaps like CPR, deëscalation is more of a conceptually-informed art and you, therefore, take the concepts and the techniques and use them in creating your own situational art. You are the artist.