From the desk of Louise P. Campbell Q.C.:
You respond in a civilized, controlled and if possible, kind manner. What that does is it creates a different environment. You can’t stop the vitriol, but you can stop it from escalating. People are sometimes afraid to respond with kindness because that could be interpreted as weakness in the adversarial process. You should not take part in the adversarial process. That is the lawyer’s job. As for showing weakness, the lawyer will ensure you will get an acceptable settlement. This will not be effected by your actions in the process and should the matter go to court, the reasonableness of your actions may reflect favourably.