" 2. Illuminate the path out. If the person fills in the blank by saying, “Because if things don’t change, I’m going to explode, hurt myself, punch someone,” etc., follow with, “Really…. Please keep talking so I make certain I really understand this” (said without question or sarcasm, but in a way to emphasize that you are really listening). Then say, “If that’s the case, let’s figure out how to get through this so you don’t do something that will make a really bad situation worse. "

― Mark Goulston , Just Listen: Discover the Secret to Getting Through to Absolutely Anyone