When recalling a conflict situation, it is common to experience the emotions of that moment again. This can cause people to narrow their eyes, fold their arms, and furrow their brow. However, it is important to avoid these defensive cues during an assessment, as they can be interpreted as insecurity, hostility, or disinterest. Instead, you want to appear emotionally mature and in control. This can be done by maintaining relaxed body language and speaking in a confident tone of voice. Avoid any posturing or gestures that could be seen as aggressive or threatening. By following these tips, you can project an image of confidence and maturity, even when discussing a difficult topic.

"I would start by helping them feel understood, empathized with, and validated, and then ask questions and actively listen to the answers. I would work to get to the core of why they are upset. Then I would calm them down and accommodate them in any way I can, within reason."