Shock and dismay are the best words I can use to describe my initial response to the news that a United Airlines flight from Newark to Denver had been diverted to Chicago due to a dispute between … [Read more...]
A Collection of Conflict Resolution Quotes
I love quotes. They often capture big concepts in only a few words. They give me "thought anchors" to help me collect and focus my thoughts. This is a quick video I put together to capture some great … [Read more...]
Conflict De-escalation Strategies: Control Your Tone and Body Language
The perception of threat is the primary cause for conflict escalation. The most important word in the previous sentence is perception. If you have no intention of causing the other person harm (either … [Read more...]
Using Apology to De-escalate a Conflict
Apology is a powerful — and often under used — conflict resolution tool. One reason for not apologizing that I often hear in my work with clients is the concern that apologizing either totally admits … [Read more...]
Accept and Acknowledge Feelings to De-Escalate Conflicts
A common reason that conflicts escalate is the perception of threat one or both parties see in the conflict escalation cycle. Taking an action that makes you non-threatening to the other person is a … [Read more...]
Listening as a Tool to De-escalate Conflicts
Recently, I read this statement: "They keep yelling at me that I'm not listening." I would love to give credit to the person who said it, but I've lost the source. I think I saw it as a … [Read more...]
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