What are deflector phrases used for?

• A. Non-aggressive verbal responses that help redirect communication and enhance agents control
• B. They are used to threaten
• C. They escalate conflict
• D. They confuse the other person

Answer: (A)

Deflector phrases are short, non-threatening responses used to redirect conversation and keep control of a tense interaction. They acknowledge what the other person is feeling or saying while steering the exchange toward calm, constructive dialogue. By avoiding confrontation and setting a boundary, they reduce tension and give you time to assess the situation, making it safer and more manageable. This approach contrasts with threats, escalation, or confusion, which tend to make conflicts harder to control and more dangerous.