Communicating in crisis situations (when people are rude) is challenging.
Here is an idea to consider when conversing with rude people:
What could that person be dealing with in their life causing them to act this way? If it’s a person you know, think about what they are dealing with. That will help you understand the motivation behind a person’s behavior.
As soon as you are able to acknowledge what a person might be going through, you are less likely to respond by being rude in return.
If you want to learn more techniques about how to deal with all different types of people and situations I recommend reading Just Listen by Mark Goulston. It discusses methods of getting through to anyone by way of communication techniques.
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