October 20th, 2008

Don’t interrupt. When someone is ‘exploding’ on you (having a verbal
outburst that feels like an attack), bite your tongue.  The average angry
explosion last 45 seconds.  That is a long time when someone is yelling at
you.  Concentrate on not interrupting them.  Let them finish.

Quite frankly, even if you do interrupt, they won’t hear you – they are
still focused on their anger and unable to process what you say.

Take that time to hear what they are saying (without absorbing the anger) and
to prepare your response.

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