Today we dissect Fred and Nancy’s situation and model the magic of taking control over the space of the bully and creating boundaries that can be protected with civility. The five steps of the system are 1) Neutral, 2) Interrupt, 3) Mirror, 4) Intonation, and 5) silent. This powerful tool was developed in part by the FBI’s brightest negotiators in dealing with terrorists over the past 20 years.