[Miranda_]

"Start with saying you're sorry; that'll throw him off balance and mean he won't be able to attack you," Phelan said.

"Don't just say the bare 'I'm sorry'; say something else, like you're sorry for all the suffering, and you really want to help. Even if you're not, it'll mean that if he snaps back, then no blame can be attached to you, but if he doesn't, then he's got a chance to listen to you and talk without a verbal attack."