These tips are valuable for dealing with hostile situations, sometimes even in a meeting, but more likely during serving or outreach.
* Show the person/people respect
* Take a few deep breaths
* Ask them to show you respect
* Use a low calm tone of voice
* Use noninflammatory language
* Use a nonthreatening body posture (sit down, give them space)
* Be honest and sincere
* Ask what it is they want and how you can help
* Listen intently and don’t talk until they’re through venting
* Without necessarily agreeing, let them know you understand their position
* Tell them what it is you think they are trying to tell you
* Tell them what it is you like about their position
* Validate and show an understanding of their situation
* Don’t debate the issue or confront their complaint directly, instead
calmly communicate your personal reasons for your actions
* If you feel frustrated or you’re not getting anywhere, step back
and let another person take over
