Use Toolbox 7.1 skills to defuse the emotion in the following examples.

A. A client says, “Your staff is so incompetent. They couldn’t even get a simple order right even when I held their hand through the whole process!”

B. A coworker says, “I hate these new policies. How am I supposed to get my work done with all this paperwork I have to process?”

C. A student in your project group says, “I’m really worried about the project. Everybody else is fooling around, and I’m stuck here trying to find the information before the deadline.”

D. Your best friend has been acting oddly lately. She calls and says, “I hate it when you treat me the way you do. You don’t really like me at all. I don’t know if I want to hang out with you anymore.”

E. Create your own example.