Which skills should you use to professionally redirect a verbally hostile individual?

Using communication skills is key when it comes to professionally redirecting a verbally hostile individual. Effective communication encompasses active listening, empathy, and the ability to articulate your thoughts clearly and respectfully. By employing these skills, you create an environment conducive to de-escalation, allowing the individual to feel heard and understood, which often defuses tension.

While physical presence can be important in certain situations, it does not inherently convey the necessary skills to manage hostility. Similarly, actions may play a role in addressing immediate concerns, but they are not as impactful as the ability to communicate effectively. Ultimately, it is the nuances of communication, such as tone, body language, and choice of words, that play a pivotal role in resolving conflicts and redirecting hostile behavior in a professional manner.