Verbal Confrontations
There isn't a day that goes by where officers don't have to deal with upset people who lash out at the very ones trying to help them. Getting them on track and on a manageable level is paramount to your handing of their problem.
By the time you get out of your car, a subject has already made most of his decisions. Talking to you is usually the last part of his OODA loop. This is why it is so difficult to talk to a person when he is fired up. Simply ordering him to calm down does absolutely no good. He won't respond the way you want because he is locked in his own loop. You have to break the subject's concentration by changing his focus. This starts him on a new loop or, at the very least, breaks the one he is on even if only for a brief moment.
I was on a call years ago dealing with an out-of-control "he said, she said" domestic disturbance. While dealing with my half, I quickly changed the conversation and asked a question about the interior decoration of the living room, focusing on a beautiful painting. It totally caught the person off guard. It was like seeing someone slamming on the brakes. The woman literally said, "What, huh, what did you just say?" My off-the-wall question was just enough to break her OODA loop and start me down the path to calming her down.
In such situations, "yes or no" questions won't work. You have to ask a question that the person has to think about before answering. My first attempt usually consists of asking a question totally unrelated to the situation. If that doesn't work, my next question is about something I think means a lot to the subject, like asking about his or her children. You're not looking to become best friends; you just need to interrupt the person's OODA loop long enough to get a word in edgewise. Though not 100% successful, it works more times than not.