Read the Lobby Before You Speak
Select a low-threat first response using CPI supportive stance and verbal de-escalation principles.
Clinic lobby, 5:10 p.m. The pickup window is closed and people are watching. Ramon says, "I have been here three times today," loud enough for the lobby to hear. What is your first move? Step out at an angle, reflect the repeated trips, and offer to check the log here or at a quieter side counter. Strong. This uses supportive stance, acknowledges impact, and offers controlled choice without turning the moment into a public contest. Stay behind the desk and tell him you can help only after he calms down. That makes calm a condition before he has evidence he…
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