Although many of us dread engaging in discussions with angry or defensive people, sometimes it simply cannot be avoided. Interpersonal communication consultant Karen Alonge shares concrete strategies for decreasing defensiveness and increasing cooperation during conversations with upset or resistant people. Karen discusses some of the same advanced communication skills that she teaches to prison guards, probation and parole officers, people in high conflict divorce and joint custody situations, and parents of strong-willed and spirited children. Although you may not need to subdue a convicted felon anytime soon, these verbal techniques work just as beautifully for calming a frustrated, upset, or emotional family member or co-worker so that you can resume a productive conversation.