Anonymous wrote:Say, "I'm hanging up the phone (or leaving) because you are being abusive. I'll talk with you when you can do so respectfully."
Then immediately hang up or walk out. Even if she says, "okay, I'll stop..." walk out the first 15 times so she gets that she doesn't get to do this at all and that she needs to stop BEFORE she becomes abusive.
Yes - the key is to point out the behavior. She may not grasp the intensity of what she's doing so make it known. Every single time. Be calm and repeat every time it's an issue. Tell her to contact you when she's calm.