Preventing Frustration

Rule #1

As anxiety increases, what is heard decreases

Rule #2

75% of problems can be solved through listening, observing and early intervention.

Rule #3

The tone, volume, and rate of your response is what is important -- only 5% of what you say are the words.

Intervention and Prevention:

• give them time to think
• establish rapport with the person and stay calm
• be actively friendly
• don't fall for traps set for you the person
• be aware of non-verbal behaviour

Don't

• overreact
• get in a power struggle
• make false promises
• fake attention

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