Yet, these upset emotions and conflicts can often be calmed immediately through the use of a simple , a method of verbal communication developed and refined by Bill Eddy of the High Conflict Institute over the past fifteen years and taught to hundreds of thousands of professionals and individuals. Following on the success of his widely-known method and books for written communication, this new book will come in handy when interacting in-person in all kinds of upset situations: family conflicts, workplace disputes, neighbor controversies, angry customers, clients and patients; and any other setting. A simple statement communicating empathy, attention and/or respect to an angry, sad, mentally ill, or other upset person at any time can work wonders in minutes. Yet it's not as easy as it looks. It takes practice and this book gives over twenty examples of applying this method in families, communities, customer relations, workplace, political discussions, business, police encounters, racial conflicts, schools, mental health settings, and others.