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1. Step back and slow down
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Most of us repeat unhelpful behaviors in conflicts because we are unaware of what we are doing
We can only change habits through awareness
Plan what you want to say to avoid saying something that will escalate a conflict
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2. Be clear about your intentions and goals for the conversation
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If your most important goal is to win, blame or change the other party, the conflict will probably escalate, no matter what skills you use
If your intention is to blame or change others, you don’t learn how to prevent the problem from repeating itself
Only begin a conversation about a conflict in order to learn something new, express your views and feelings, or to problem-solve.
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. . .
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3. Listen first to understand—ask questions to explore the other person’s story
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4. Express strong feelings without blame
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. . .
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5. Be aware of how your own self image might make you more defensive
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6. Take responsibility for your assumptions
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7. Find common ground
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. . .
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[more at the link with their elaborations]