Tips & Advice

Words matter when emotions run high. These five phrases reduce defensiveness and keep the door open to resolution, whether you’re replying to a review or a direct message. The Five Calming Phrases “You shouldn’t have had to deal with that.” Validates without admitting fault. “I’ve shared this with [role] so we can fix it.” Shows action. “Let me make this easier.” Signals ownership. “Can I move this to [phone/email] to sort it quickly?” Moves offline. “Thanks for giving us the