I try to follow : listen, think, solve. That can appear to be passive as i may take a day or days to listen and ponder.
I also try to ask clarifying questions: make sure i understand.
I avoid reopening a conversation until able to have conversation in neutral territory and i think there is a point to it.
I do my best to not buy into someone else's anger, pain, anxiety.
I will at times say "show me".
I do despise triangles. They piss me off.
I am not a yeller. I don't like losing control. Might be better if i was.
If someone is out of control and yelling it is too damn easy to get sucked in. I do my best to not partake though, sadly, that can irritate them more.
If someone yells at me, i am most likely to shutdown and get quiet.. Used to have a manger who did so on the phone and in person. I hung up on him one day. Refused his calls. Next day we had a conversation how he would never do that again or i would go to hr. We arranged a codeword for me to say if he was stepping out of line, so not to embarrass him. It worked.
I don't understand losing control, I guess.