| Tip | Example |
|---|
| Hear the speaker out | Don’t rush into an argument without knowing the other person’s position. Wait for the speaker to finish before constructing your own arguments. |
| Consider the speaker’s motivations | Think of the speaker’s reasons for saying what is being said. The person may be tired, ill, or frustrated. Don’t take it personally. |
| Use nonverbal communication | Take a deep breath and smile slightly (but sincerely) at the speaker. Your disarming behavior may be enough to force the speaker to speak more reasonably. |
| Provide calm feedback | After the speaker finishes, repeat what you think was said and ask if you understood the message correctly. Often a speaker on the offensive will back away from an aggressive stance when confronted with an attempt at understanding. |