02 · Practice
Two scenarios drawn from frontline work. Walk through the reflections, then draft your response.
Vignette #1 · Responding in the moment
A client becomes angry when told they can't stay past closing. They say:
"You don't care if I die out there. I thought you were different."
Vignette #2 · Repair and follow-up
A client was asked to leave by security after yelling. The next day, they return angry and withdrawn.
Aim for the middle: clear, kind, repeatable.