Your clients informed you of recently having been in a situation where the person that they were interacting with was beginning to become disruptive and angry with the situation. The clients wanted to walk away but knew that wasn't the right thing to do.
Review the Effective Ways Handouts with your clients and discuss ways in which the situation could have been handled without letting either person lose their temper and get out of control.
In the case where both the clients and the person they are talking to begin to feel that their anger is getting out of control and can therefore lead to negative comments or discussion, have your clients request a "time out". Have your clients take a moment and practice a focused breathing exercise or another exercise which to put their emotions back on track. Both parties can now rejoin the conversation with a more calm and relaxed outlook.
Another example where a situation can get out of hand may be handled with a simple role-play. Ask the client what they would do in this situation.
