Identify the issue or problem

•  "Are you OK I noticed you seem..."
•  "You look distressed, what's happening?"
•  "What's going on? You seem..."

Acknowledge and validate

(Refocus and Affect Label, if needed)

•  "I can see you're upset."
•  "You're right, that's not good."
•  "If that happened to me, I might feel the same."

Work towards an agreeable solution

•  Am I safe to proceed? Make a small request - "Would it be OK if we sit down?"
•  Have the consumer offer solutions.
•  Agree on a solution.

Establish expected behaviour

•  "I really appreciate you working with me."
•  "Can I please ask that you talk to staff if you feel like this again?"