Peacekeeping

Conflict is inevitable. The goal is not to avoid it, but to manage it. Unresolved conflict is cancer to a company.

Active Listening Often, people just want to be heard. summarizing their grievance back to them ("So what you're saying is...") de-escalates anger effectively.

Win-Win Negotiation isn't zero-sum. Look for the "Third Alternative." If I want the window open and you want it closed, maybe the solution is to open a door in another room. Creativity solves conflict.

De-escalation Remove the emotion. Focus on facts. Use "I" statements ("I feel frustrated when...") instead of "You" statements ("You always mess up...").