What is one of the five steps to diffuse a situation?

Staying calm is essential in diffusing a situation because it sets the tone for the interaction and helps to de-escalate tension. When you remain composed, it communicates to the other person that you are in control and can handle the situation rationally. This can help to reduce the emotions involved, which often escalate conflicts. A calm demeanor encourages openness and can lead to more productive dialogue, allowing both parties to express their concerns without further agitation. By demonstrating calmness, you help pave the way for resolution and understanding, making it easier to find common ground.