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Influencing People by John Eaton, Roy Johnson

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Dissolving Conflict

With the best intentions, arguments can escalate. Work to dissolve any conflict by acknowledging differences, validating other people’s feelings, creating dialogue by referring to neutral criteria, and looking for areas in which you can agree.

TIP

Stay focused on your goals when you are faced with conflict.

Neutralizing disputes

Conflict can be creative if you can redirect it to find productive solutions and turn it into a platform for negotiation. If you find yourself involved in conflict, take a deep breath and focus your attention on the impersonal issues underlying the dispute. Ask a question that probes the cause of negative personal criticism, for example, “What makes you say that?” Outline the impersonal issues ...

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