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Techniques For De- Escalating Arguments

Wars are part of business, but too many may escalate into something hazardous. Power problems, disrespectful feelings, and personal overreactions can all contribute to a position that turns from unpleasant to unsafe. In the middle of a heated argument, whether you’re speaking to a raging customer or a coworker, there are some methods that can de-escalate those discussions quickly and help both parties find a mutually acceptable solution

Start by removing the person from the situation, or from their line of sight, if possible. You can concentrate on calming yourself down by doing this so that they wo n’t feel dismissed. Only walk away if you have a plan in place for what you will do next and it’s safe to do so. Otherwise, this could make them feel dismissed or disrespected and may escalate the situation.

Use reflections to show you understand their emotions and frustrations:” You sound really frustrated right now” and” You’re so worried about that” are good examples of this technique. Clarifying, paraphrasing and open- ended questions also help people feel understood.

When a person gets angry, their frontal cortex shuts down, and they lose control of their ability to self- regulate. The situation only gets worse if you try to combat their anger by matching their intensity. Instead of focusing on the future, giving them the opportunity to contribute to your own ideas or solutions and finding solutions to the problem will help them stop playing the blame game and gain hope by doing the same.

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