Acknowledge emotions without escalating tension from "summary" of Verbal Judo by George J. Thompson,PhD
When it comes to dealing with emotions in a conflict situation, it is vital to acknowledge the other person's feelings without adding fuel to the fire. This means recognizing and validating their emotions without escalating the tension or making them feel invalidated. By acknowledging the other person's emotions, you are showing empathy and understanding, which can help de-escalate the situation and build rapport.
One way to acknowledge emotions without escalating tension is to use empathy statements. These are phrases that demonstrate that you understand how the other person is feeling, such as "I can see that you're upset" or "I understand that this situation is frustrating for you." By using empathy statements, you show that you are listening and that you care about the other person's feelings, which can help diffuse their emotions and prevent the...
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