Salse & Customer Service

JS Tip 131: From the Conflict Workshops: Removing the Opportunity to Argue

In any confrontation, some words calm the situation and some words inflame it.

We suggest two possibilities—or some variation on the theme—to calm the situation:

“This must be very difficult.”

“This has to be frustrating.”

No one can argue with the observation. Who would respond, “No, it’s not!”?

The only option is to agree: “Yes. It is.” And, all of a sudden, the two of you are on the same side of the table. You work from this moment of empathy to resolve your differences. 

If you have questions, suggestions, or arguments, let us know. We love this stuff.

Next week: How do you use those little dots? Ellipses?