Language to use when responding to an angry adult
I. Showing evidence of listening
“tell me more”, “I am not sure I understand” Nod “I see”
II. Showing evidence of feelings
“I am sorry” I’d feel the same way” I know how hard”
III. Using a Conditional Transition
“Is it possible” “What if?’’ “Many people feel that”
IV. Introduce or gently challenge
“the evidence we have suggests” “what others have found is”
V. Asking for their consideration
“how does that sound” “Which of these would you prefer?
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