Bert Webb at Open Loops gives a quick approach on handling an angry person to be more calm and logical. He states using calm voice and let the other person match us to the calm state is wrong. Instead he says it is better to use a method called “Pace and Lead”:
… The first step is to match the complainant’s emotional intensity. This is not agreeing with the person… » Continue
September 25 2006 | By Leon | Tagged: angry, Communication, emotion | 1 comment»
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