Why conversations become emotional and how to approach them

At the Fetch dvm360 Conference in Atlantic City, New Jersey, Bash Halow, LVT, CVPM, delivered his session titled, "Navigating Emotionally Charged Conversations," in which he discussed why conversations often become emotional, and how he likes to approach them. Oftentimes, they extend from clients, or coworkers, not being able to properly express how they're feeling.

Below is a partial transcript

Bash Halow, LVT, CVPM: I talked to a therapist once about, you know, why people... work themselves up into a snit, and then how they behave when they're in that snit. And... he said, "Imagine your leg really hurts, and you're trying to express how it really hurts, but you're not really ready to do it. You don't have the language to do it. So, the way that you express that your leg hurts is you go up to the other person and you kick them in the leg."... and as soon as he told me that, I recognized that behavior in me, and I recognized that behavior in a lot of other people. So, I think a lot of times, you're going to go into these conversations and they're not going to go right, but that's just the nature of the beast.