Keep Your Cool When You Communicate
It’s important to keep yourself and others calm during communication instead of responding emotionally.
When you start to feel an emotional response to what someone is saying, assume they have a positive intention behind what they are saying or doing. Identify that positive intent and acknowledge it before you respond.
This keeps you calm because you are focussing on them and on the matter at hand, while at the same time diffusing their raw emotions, since you are helping them feel heard.
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