Advice for hostile situations

From time to time I have the opportunity to be involved in situations that can be volatile, hostile & combative. I can’t say that I enjoy these types of situations but I am learning a few things that you might find helpful:
*Proverbs says that a soft answer turns away wrath – answering with gentle words & replies can be super helpful to turn a hostile conversation into a constructive conversation
*volume, pace & pitch are important in our verbal replies because they can increase or diffuse the hostility
*seek to understand before being understood – this always helps me to grow & learn more
*pray: seems to me that we need God more than we frequently recognize 🙂

What have you found to be helpful? Thanks for your input!!