Focus on Feelings

"Facts are important, but how a person feels is the heart of the matter. 

Yet some people have trouble identifying how they feel about what’s happening to them. Watch and listen carefully for the person’s real message. Try saying something like “That must be scary.” Supportive words like these will let the person know that you understand what’s happening—and you may get a positive response." -Crisis Prevention Institute

Other supportive phrases might be:

• "Let me make sure I understand your concerns..."
• "I agree that can be frustrating to have to wait so long. Let's find out what's keeping you."
• "OK, it sounds like you have not been able to eat all day and you're angry." 
• "That sounds frustrating" 

All behavior is a form of communication. 

Workplace Violence Prevention Program

• Reporting Workplace Violence
• Training & Preventing Workplace Violence
• Resources & Support
• About Workplace Violence & Tools

Contact the Workplace Violence Prevention Unit:

• ViolencePrevention@ucdavis.edu