Tip 1: Use Passive-Aggressive Tone Polarity to Defuse Conflicts
When dealing with abusive clients, it's essential to maintain a passive-aggressive tone that defuses tension and makes them feel like they're the ones being unreasonable. Try using phrases like "I'm not saying you're wrong, but..." or "I'm just trying to help, but...". This will make them feel like they're the ones who are being reasonable, and you're just a helpful guide.
- Use a calm, soothing voice to describe your demands as 'requests.'
- Employ active listening skills, but only for yourself.
- Make subtle eye contact, but only to make them feel guilty for not understanding you.