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Chapter 8. Parrying the Difficult Thrusts > Personal Attacks - Pg. 78

Parrying the Difficult Thrusts 78 I'm going to start with the empathy technique, but we're going to introduce a second technique called assertive limit setting. My first response is to respond calmly by saying: "Paul, I know this is a difficult subject, and you're angry." Then I'll wait and see whether his behavior changes to a more reasonable tone. If it doesn't, I move to the limit-setting component. Assertive Limit Setting Assertive limit setting involves setting limits for a person's behavior and setting out the consequen- ces if that behavior continues. It goes like this. You say: "If you to continue to [insert the behavior you want to stop], I will have to [insert the action you will take]." Employee Handbook