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Techniques De-escalate
Prepare responses in advance and practice using language designed to de-escalate conflict: • Use questions – What do you mean? – What happened? – Tell me more • Questions signal the other person that you are in listening mode, which often has a calming effect • Be reassuring – I’ll look into this – Let me think about this some more – I’ll get back to you
Techniques
Be self-aware
What pushes your buttons? How do you respond to confrontation • Defensively? • Angrily? • Condescendingly? What non-verbal signals do you send? • Crossed arms • Eye-rolling • Eye contact?
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