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Tim,
You have practiced great technique. When I was working with behavior problem students in Special Education our mode of action was exactly as you stated your behavior. When we heighten our emotions to the level of the person we are talking with they only escalate to a higher level. The secret is to bring it down. First keep your calm and second if you can remove them from the environment you are in physically. Good choices on your part.

Dr. Gary Carlson

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