De-escalating tension, I can see this is important to both of you…, Let’s take a step back and clarify the issue., I understand both sides, so let’s find common ground., It’s normal to feel frustrated; let’s focus on the facts., Encouraging participation / perspective, Can each of you explain your point of view?, How do you see the situation?, Let’s make sure everyone has a chance to speak., Could you give an example of what you mean?, Facilitating problem-solving, What do you think would be a fair solution?, Let’s brainstorm some options together., How can we prevent this from happening again?, One approach could be…, Reacting to defensiveness or disagreement, I understand your concern, let’s explore that further., That’s a valid point; let’s also consider…, I see your perspective; can we look at it from another angle?, I hear you; let’s focus on the outcome we want to achieve.

Conflicts - FL - presentation

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