Never Say Calm Down - Tips, tools & tactics to help de-escalate & navigate conversations
Navigating Challenging Conversations: Words That Calm or Escalate
In this recorded presentation, I discuss various phrases and language used in challenging conversations to calm people down, focusing on the idea that some common phrases can actually escalate the situation rather than help.
Phrases such as "slow down," "don't worry about it," "everything's gonna work out," "don't be so emotional," and others - just won't cut it.
These phrases are downplaying or denying people's emotional experiences and potentially eroding trust. (You'll enjoy my analogy of a pinball machine as I describe the stress response suggesting that handling difficult conversations requires tools to de-escalate and empower individuals.)
Please consider these ideas for your personal and professional lives.
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