listening, which slows the brain down so the person can think more intelligently. 3. Wait until the person says “Yes.” The simple act of saying “Yes” causes the person to move in the direction of agreement rather than hostility. “Yes” also indicates a willingness to pull away from acting out. If the person corrects what you’ve said in any way, repeat the information you’re given. 4. Now say, “And that makes you feel angry/frustrated/ disappointed/upset or what exactly. . . .” Pick the word you think best describes what the person feels. If the person corrects you, ask the person to say what
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