welcome back Voice sis. 

My two cents on the incident happened to your family at the Falls:

You can say as the following:

"You are upset because your baby has been squished by my backpack. I would’ve worried about my child if it happened to us.  I do apology for the unintentional brush, but I am pretty sure nothing is sharp inside and outside of the backpack. Would you like to check your baby to see if she doing is well? (You need to have a parental consent to touch the baby, so just let the parent do his job). (Meantime you stay calm and say something sweet about the baby, “a cute, sweet baby, very well-behaved baby…”)”

After the checking,

“I am glad your baby is doing fine. I will be more careful in such a crowded surrounding. But if you can have your speech and tone in a more socially acceptable manner, I believe we both would’ve felt less frustrated. I hope you’ll enjoy the rest of the day.”

 

Here is the pattern of communication:

1, point out his emotion (this is very power strategy to deal with emotional arousal people, usually, when you correctly label the emotion of the person, he/she will be quiet immediately which leads them to think how they respond to their own emotion, whether it is appropriate);

2, empathy, put yourself in his shoes, feel the frustration and concern of the parent;

3, apology;

4, harmony;

5, give a clear behavioral expectation.

 

In most of times, people behave in such way just put themselves down and humiliate themselves in the public, nothing was wrong from your side in this scenario and you did everything you could to accommodate them.

 

Cheer up, Sis!

 

 

所有跟帖: 

赞一个风大侠的冷静从容. -sportwoman- 给 sportwoman 发送悄悄话 sportwoman 的博客首页 (1237 bytes) () 06/22/2012 postreply 11:03:29

his speach is escolating the situation, -tingfeng- 给 tingfeng 发送悄悄话 (147 bytes) () 06/22/2012 postreply 11:09:11

yes, we should step back if he was very emotional -sportwoman- 给 sportwoman 发送悄悄话 sportwoman 的博客首页 (81 bytes) () 06/22/2012 postreply 11:18:01

correct! he maybe very violent. -tingfeng- 给 tingfeng 发送悄悄话 (0 bytes) () 06/22/2012 postreply 11:23:03

打口水战,看形势不对当然是走为上策。 加拿大政府对精神病院 -sportwoman- 给 sportwoman 发送悄悄话 sportwoman 的博客首页 (223 bytes) () 06/22/2012 postreply 11:32:15

federal goverment has no money to keep institutions running -tingfeng- 给 tingfeng 发送悄悄话 (82 bytes) () 06/22/2012 postreply 12:17:36

山间羚羊说得很对,他/她说的就是我想表达的。 -sportwoman- 给 sportwoman 发送悄悄话 sportwoman 的博客首页 (1520 bytes) () 06/22/2012 postreply 14:10:21

Sorry, sorry, I just saw this.   -NewVoice- 给 NewVoice 发送悄悄话 NewVoice 的博客首页 (674 bytes) () 06/22/2012 postreply 17:07:21

声姐I think you -sportwoman- 给 sportwoman 发送悄悄话 sportwoman 的博客首页 (508 bytes) () 06/22/2012 postreply 18:05:56

Sunny说的非常好! 声姐的语言能力非常了得, 敬佩ing. -tingfeng- 给 tingfeng 发送悄悄话 (65 bytes) () 06/22/2012 postreply 18:12:30

太过奖了。 谢谢小蔓和听风!周末好! -NewVoice- 给 NewVoice 发送悄悄话 NewVoice 的博客首页 (0 bytes) () 06/23/2012 postreply 18:21:02

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