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Part IV: Management Skills > Diffusing Emotional Reactions

Chapter 28. Diffusing Emotional Reactions

After planning your confrontation, you might ask, “But what happens when I try this and the other person gets angry or starts crying or something like that?” You are right that a defensive response is a good possibility. People are not accustomed to being confronted appropriately, and they may react emotionally. When people become emotional they may cry, attack you angrily, deny their behavior, or make phony excuses.

  What do you do when you hear someone being emotional?

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