The key then to defusing these types of situations and handling them more confidently is as follows:
- get the right inner voice
- use the right body language
- apply critical listening
- summarize what the other person has said to check that you have properly understood the situation. (This also reassures them that you have actually listened to them)
- apologize if necessary and empathize
- ask open questions
- tell them what you are going to do to resolve the problem
