One of the worst things you can say when dealing with an difficult resident is "Calm Down!" What are some other taboo phrases that we tend to say that just tick people off?
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When “CALM DOWN!” Doesn’t Cut It: How to De-escalate Conflict and Keep Your Cool
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Felicia Norman
"Just relax" or "Just Breath" - yeah. ok.
Donje Putnam
Oh my stars! I was so upset at someone who was trying to rip the office door off the hinges (we were not open to public) I totally forgot everything and told him to calm down. It’s hard not to, especially if you feel threatened. Usually verbal escalation is easier for me to manage.
Katie Rigsby
Donje Putnam I totally get it. I can imagine that you were frightened and it is really difficult "in the heat of the moment" to keep our cool. This is something that takes practice but recognizing what we could have done differently in a situation is the first step to de-escalating future issues. Fight or flight is totally natural so we have to provide ourselves with the skills to diffuse the situation. How do you think you could have handled that situation differently?
Lilah Poltz
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Katie Rigsby
Lilah Poltz you are so right! So the next time a resident calls at 4pm on a Friday and says their refrigerator hasn't been cooling for 3 days and wants someone out pronto, instead of saying "You should have called us when you first notice the issue...." what's a better alternative?
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04 DecEvent starts in:
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22 Jan
