Final answer:
Encouraging an angered person to speak involves engaging in reflective listening, being actively attentive, and defusing tension, while avoiding any language or actions that could escalate the conflict. These strategies foster a constructive conversation and can lead to mutual understanding.
Step-by-step explanation:
When trying to encourage an angered person to expand or explain, it is crucial to apply strategies such as reflective listening, active listening, and defusing the situation. These techniques help to maintain a professional and constructive environment. Reflective listening involves restating what the person has said to ensure understanding and to show that their points are being acknowledged. Active listening entails giving full attention to the speaker, acknowledging their feelings, and responding thoughtfully without immediately counterarguing. By contrast, escalating should be avoided as it can increase tension and conflict. Instead, stay calm, ask open-ended questions, and focus on solving the problem without assigning blame. Acknowledging the other person’s emotions and giving them space to express themselves facilitates a productive conversation and can even transform a conflict into an opportunity for learning and improvement.