During Stressful interactions our emotions get hijacked by our fears and as a result we go into our default flight or fight mode of thinking.
When our staff encounter a stressful event they may say/respond with the first thing that comes into their minds.
The STOP-THINK-DO response is a simple way of handling these stressful interactions for all individuals experiencing or working through a stressful interaction.
However - beware this process takes practice!!