The SAS Rule To Quickly Defuse Conflict

Here's how conflict handling would work using the "SAS" rule:

• Step 1: (S)tep back -- physically. This creates space between you and your colleague and sends the signal that you're not interested in further aggression or tension.
• Step 2: (A)sk for a second to think about the situation logically. With a pause in the communication, ask yourself two critical questions: What is the most important fact on each side of the argument?
• Step 3: (S)hare your realization with the other person calmly. Be sure you acknowledge both sides of the argument and how your emotion was coloring your communication.

At this point, you may be able to continue a constructive conversation that reaches a peaceful resolution. If, however, there is still tension, ask to excuse yourself so both of you can calm down and rationally think about both sides of the argument.

Follow up after a few hours (or days, de...