Using NLP skills to resolve difficult situations can be incredibly useful. As I mentioned in the blog yesterday, by starting with matching the other person’s pitch, volume and tempo you can then rapidly help the person calm down. The whole key to rapport is that you know you have rapport because when you lead, the other person follows. So you pace the other person for a while (match what they are doing) and then after a while you do something or say something that leads the other person, and the should follow you.
So by matching the elements of the other person’s communication, even in a tense situation, will be the rapidest way to do this. To get a full understanding of how to use this technique, I highly recommend attending an NLP training.