1
Q
What are the 3 V’s
A
Voice
Venom
Violence
2
Q
What do you say to and Angry Person?
A
Absolutely nothing
Let them vent
Disarm the emotion
3
Q
What do you say to a sad person who is crying
A
Take your time
Would you like a moment, or would you like to continue?
4
Q
What should you do post incident
A
Get some fresh air
Have a sip of water
Report it
5
Q
What is the Triple A technique
A
A Agree with what they have said
A Acknowledge the emotion
A Assure then you can help
6
Q
Why doesn’t traditional communication work?
A
We haven’t shown empathy
We are asking too much, too quickly
We aren’t allowing them to vent
We haven’t made it about them
