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Defusing Hostile Interactions: One Day Course

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Lesson 10, Topic 1
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General Overview

Kerry September 15, 2021
  • Acknowledge the other person’s feelings/emotional state.
  • Be specific (state observable behaviour, the facts) in describing the unacceptable behaviour or situation.
  • State how the current behaviour is impacting you, the situation, or your relationship.
  • State your needs or preference with regard to the situation/behaviour.
  • Show them other, more productive ways to express themselves.
  • Point out positive outcomes in behaving differently.
  • Point out the negative of continuing with the behaviour, if necessary.
  • Emphasize your preference for resolving the situation.
  • Be prepared that they may not choose to alter their behaviour and act on the negative consequences you outlined, you may have to end the conversation.