Final answer:
To defuse anger and aggression, it's important to choose your words carefully, stay calm and listen, remain open and respectful, ask open-ended questions, restate what you heard, focus on problem-solving, and seek additional support if needed.
Step-by-step explanation:
When it comes to defusing anger and aggression, several techniques can be effective:
- Choose your words carefully: Use non-inflammatory language and avoid escalating the situation.
- Stay calm and listen: Remain calm and actively listen to the other person's perspective.
- Remain open and respectful: Avoid being defensive and instead, be open to understanding the other person's point of view.
- Ask open-ended questions: Instead of stating your case, ask questions that encourage the other person to share more about their position.
- Restate what you heard: Repeat what the person said to show that you were attentive and to clarify any misunderstandings.
- Focus on problem-solving: Shift the focus from blaming the other person to finding a solution together.
- Seek additional support: If the conflict cannot be resolved, consider involving a supervisor or HR department.