An ASO is attempting to verbally de-escalate a situation with an agitated individual. Which of the following communication techniques is MOST likely to be counterproductive and escalate the conflict?
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A
Using active listening skills to paraphrase the person's concerns.
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B
Maintaining a calm tone of voice and open, non-threatening body language.
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C
Repeatedly telling the individual to 'calm down' in an authoritative voice.
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D
Offering choices or solutions to help the person feel a sense of control.