You encounter the customer or colleague who has lost their cool.  You don't want to sit and be the object of all that anger but you don't want to run away and hide either. What do you do? This podcast we interview Josh Bath. Josh is a realtor in the Tri-Cities area just outside of Vancouver BC. He is a husband, an entrepreneur, a toastmaster extraordinaire but his favourite title is dad. Take Aways: 1. When someone is over the top angry – face them and regulate you. Breathe, move, say what is happening out loud. 2. Match their energy and paraphrase. You are very upset, you have some strong feelings and I need to stop and let you know what I just heard you say and you can let me know if I am understanding you correctly. 3. Change their State by changing your state: Once you are feeling calmer and you are using your strategies to manage your energy, slow yourself down, speak slower and calmly so as to help change the state of the individual who is angry or overwhelmed. 4. Table the conversation: I am going to leave now because I can’t listen to you scream right now. Let’s talk about this when you are calmer.   As always, if you want more information, you can head over to my website: www.creativeedgeconsulting.com.