Key tips at glance:
Tip 1 - Stay calm and in control
In a tense situation, staying calm is essential. Take deep breaths, relax your voice and posture. By remaining calm yourself, you often help the other person to calm down as well. Never shout back..
Tip 2 - Listen actively
Let the other person speak fully without interrupting. Show that you understand by nodding or giving short confirmations, such as: “I understand that…”
Tip 3 - Use “I” statements
Frame your sentences in the first person (for example: “I feel uncomfortable in this situation” or “It’s hard for me to understand when you are shouting”). This prevents sounding accusatory, keeps your communication open, and encourages understanding.
Tip 4 - Set clear boundaries
Calmly but firmly indicate which behavior is unacceptable. For example: “I would like you to stay two meters away.”
Tip 5 - Maintain a safe physical distance
Place a piece of furniture between you or take a few steps back. Always ensure you can move away if necessary.
Tip 6 - Name the emotions
Express what you observe, for example: “I can see that you are angry.” This shows the other person that they are understood and helps reduce tension.
Tip 7 - Pay attention to non-verbal communication
Avoid aggressive gestures, like pointing or crossing your arms. Keep your palms open and facing forward to show openness. If verbal communication is difficult, consider writing a note.
Tip 8 - Focus on a common goal
Direct the conversation toward a solution by emphasizing what you want to achieve together. Questions like “How can we solve this together?” are effective.
Tip 9 - Humor can help
Humor can lighten the atmosphere, but be careful. A poorly timed joke can make things worse. Use it only if you are confident it will have the desired effect.
Tip 10 - Need help?
Keep an emergency shortcut on your phone. Many phones allow you to quickly call emergency services. If something makes you uncomfortable, always talk to your agency. If you prefer to speak with a neutral person, you can contact our trusted staff or the prevention service.