We talk all the time at ASP about the importance of de-escalation for avoiding physical conflicts. This strategy of using verbal judo and the LEAPS method of communications is one of the most important strategies to accomplish that!
More on verbal judo: https://www.youtube.com/watch?v=btBw70HAys4
More on active listening: https://www.mindtools.com/CommSkll/ActiveListening.htm
More on LEAPS: http://www.ikontraining.co.uk/wp-content/uploads/2017/01/LEAPS.pdf
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If you value what we do at ASP, would you consider becoming an ASP Patron Member to support the work it takes to make videos like this discussion of critical ASP skills like de-escalation, verbal judo, and the LEAPS method of communication? https://get-asp.com/patron or https://get-asp.com/patron-annual gives the details and benefits.
Find a good instructor in your area and get some training: https://get-asp.com/directory
Attitude. Skills. Plan.
(music in the outro courtesy of Bensound at http://www.bensound.com)