Check in with yourself - Emotions are contagious. Ensure your behaviour is not contributing to the problem., Optimise your presence - Inspire confidence and credibility in others through managing your verbal and physical presence, Navigate your emotions - Use emotional regulation to manage your emotions, stay calm and disarm hostility, Team up with your network - Ask for support by escalating to higher level, or enlisting supporters or allies to help you influence, Reframe your mindset - Embrace the benefits of conflict by rechannelling their energy for good and engaging positively with criticism, Offer flexibility - Be willing and able to respond to changing needs or interests and seek collaborative solutions, Listen to understand - Make a conscious effort to be fully present when listening to uncover any underlying factors and build trust,

Take CONTROL

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