L = Listen
Take in the facts. Put aside your
own feelings at that time. Try to remain calm. Actively listen, don't make any
assumptions based upon the person you are dealing with.
A = Acknowledge
Whatever happens, acknowledge the
issue - show that you are taking this seriously. Do not distract yourself with
trivia. Stay focused!
E = Empathize
If appropriate, make the person feel
better through understanding, using re-assuring language (both verbally and
non-verbally). Try not to be parental, nor sympathetic. Rather, find balance -
you are offering support.
C = Challenge
If appropriate, challenge the
reasoning behind the behaviour and the disruption. Again, this should be dealing
with the matter in hand - don't distract yourself with other (irrelevant)
N = Negotiate
Work out a way to avoid this problem
reoccurring again. Discuss options and ideas. Share feelings and explain
consequences of certain actions. Agree boundaries of future behaviour - and set