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Take charge of the process by committing to reach a resolution. A
powerful impact occurs when one person makes this statement. It can
turn down the temperature immediately.

9: De-escalate the conflict

De-escalation is next: This can be accomplished with a joint statement
of the facts at hand, always eliminating exaggerations, embellishments
or personalities, which may inadvertently apply judgments and re-
created the cycle of escalation.

10: Stay calm

Cooler heads prevail in even the most difficult conflicts. Whether
you’re in a business or personal situation, you can take control of it by
keeping cool. And when you’re maintaining your calm, it will be
easier for others involved to get back to the task at hand.

Using the following suggested checklist of skills and language
vocabulary make up a dialogue about conflict.

USEFUL PHRASES SKILLS CHECKLIST
Dealing with conflict Dealing with conflict
I think we should look at the  Show understanding of the
points we agree on ….. other side’s position.
We should focus on the positive  Highlight advantages of
aspects…… agreement.
We should look at the benefits for
both sides ….. Don’t…..
It is in our joint interests to  be sarcastic
resolve the issue ….  attack
What do you think is a fair way to
 criticize
resolve this problem?  threaten
We hope you can see our point of  blame.
view …..

Let us explain our position …..
Do …..
Could you tell us why you feel
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