Paraphrase the other party’s point before you counter. People soften when they feel accurately heard.
Separate interests (“I need reliable payment dates”) from positions (“I demand this exact clause”). Interests create options.
Avoid absolute words—always, never—during problem-solving. Absolutes invite courtroom energy.
Take short breaks when voices rise. A five-minute pause can save a two-hour collapse.
Listening Skills That Lower Conflict Temperature