Chapter 1.8. Confrontational Communication
Merna L. Skinner
Abstract: Communicating with an angry person should not be a competition or verbal volley that gathers momentum until someone "wins." Effective communicators shift the exchange from the emotional to the rational. A person's power to disarm the emotions of an antagonist lies in his or her initial ability to understand the nature and causes of anger. The effective person then connects on a visceral level, as a person, not as a corporate functionary. Next, effective communicators ask permission to provide information, which gives the angry person perceived control over the situation. Finally, by explaining or offering choices, the effective communicator lays out options and further reduces ...
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