Calming the Cranky

We’ve all come across those grouchy, ill-tempered, cranky people throughout our lives. Some of us might even be unfortunate enough encounter them on a daily basis. If you’re one of those people, here are a few things you can try to calm the cranky co-worker, spouse, customer, or whoever it may be:

  • Be an investigative listener – Hear what they are saying and look for something underneath their message.
  • Be mindful of your response and practice these three steps:

1.       Create a cushion – like a seat cushion, use words to soften things in the conversation. It isn’t agreeing or disagreeing with them, but pulling information that they shared with you.

2.       Create a bridge – avoid words like “but” and “however” because you negate everything you just heard.

3.       Respond with evidence – what evidence do you have?

So the next time you want to take the fire out of the fight with a cranky individual, give it a try. Things might turn out better than you could have ever imagined…

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