<ul><li>Avoiding challenging conversations allows room for assumptions and continuing negative behavior.</li><li>Meet with the person to understand their concerns.</li><li>Listen without expressing your opinion or point of view.</li><li>If there is high emotion involved, respectfully suggest that you meet again at a later time once everyone has reflected upon the challenge at hand. </li><li>Focus on the goal of arriving at a beneficial and positive conclusion.</li></ul>

Diffusing difficult situations

Regardless of whether you are right or wrong, your attitude will determine the outcome of any contentious experience. It’s incredibly important to have a peaceful state of mind before entering into a potential conflict situation.

Your attitude is crucial

<ul><li>Stay away from starting sentences with “you." </li><li>Hear the other person out first. Don’t apologize, but acknowledge that there is a problem. </li><li>Ask questions for clarity, and be sure that you understand all the facts before you proceed with a resolution. </li><li>If you need to clear the  a false accusation, do so concisely. You can say, “I would like to present information that may clear up this matter.”</li></ul>

Choose your words wisely

One the best pieces of advice my mentor gave me many years ago was, "When you are in conflict with someone, don't push back." As a young professional, I was shocked and more than a little frustrated. What did that mean? What if I can't defend myself when someone says something wrong about me?

Choose your words wisely

A Counterintuitive Way To Diffuse Difficult Situations

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