You may be in the r____. The child might be screaming because you won't buy him chocolate, a colleague might be genuinely s____ out to b____ your ideas. Setting children b____ or standing up for yourself is sometimes n____. What's important is to successfully s____ a path through these c____ in a calm m____ - not to avoid them a____ or to simply let others g____ their own way all the time. Don't raise your voice. If you do, your 'o____ will also inevitably increase their volume and the discussion will just turn into a s____ match. 3 Saying always or never is likely to immediately make people d____, while wishing someone would do something suggests the idea is an impossibility already! Resorting to personal a____ will then only make m____ w____. Instead, try using sometimes, or describe your feelings without directly r____ to the other person: 'I don't like it when people scream, "I want", or 'Seeing an untidy room upsets me.' 4 Sometimes it's best to p____ an argument. We all have b____ that certain people know how to push and which are gu____ to a____ us. It is best to a____ this and a____ to s____ back when you see things coming. In the same way, if you're not a morning person, for example, try to put off s____ topics of c____ until later on in the day, when you will be naturally less t____. 5 Listen to others. When it comes down to it, differences in g____, generation, character or nationality may produce a different p____ to yours, and one that is equally valid, Is the child asking for chocolate really saying he's tired? Is your colleague in a v____ position within the company? Is the u____ message he's giving actually I'm worried about r____'? 6 Don't get stuck defending an u____ position just for the s____ of not losing face. Be prepared to accept that you may have been wrong or that there might be some middle g____ where you could compromise. 7 Never t____ sensitive or c____ matters over the phone or by email. Remember that g____ and facial expressions can provide warning signs that you're r____ someone up the wrong way, which may lead you to change your a____ to the subject. The way you stand can also send messages. 8 Despite your best efforts, you may occasionally f____ out with people. The k____ then is to try and get in touch as quickly as possible rather than letting things d____ and making an u____ incident worse. When you g____ in t____, don't go over old g____ again. Say I'm sorry we argued' or 'Can we agree to disagree?' And in return, accept any such offers you receive with good g____ and move on. A three-year-old has a t____ while her parents are shopping. She t____ herself on the floor. k____ and screaming. A parent s____ at a teenager This place is a mess. I'm constantly clearing up after you and I'm sick of it. I wish you'd put your stuff away and stop being so u____. Two l____ start fighting after one of them b____ into the other and s____ a drink he was carrying. Two colleagues - a woman, who is relatively new to the company, and a man - have stopped talking to each other after c____ several times. The woman complains that her colleague is s____ and never accepts any of her ideas. The man says that she is constantly making comments which u____ his a____ in the office. Conflicts are b____ to happen on o____. However, many can be a____ and when they do happen, we can learn to h____ them better so things don't get out of control. Furthermore, the t____ apply to all conflicts, whether with babies and t____ or between adult colleagues.

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