Using conversation to manage conflict in the workplace

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If you want to help your team manage conflict, teach them how to use it to create conversation instead.

We know that conversation helps de-escalate conflict in many settings. The vast majority of things that are truly conflicts – the types that have people running for the door or yelling at each other – happen because we missed the moment to de-escalate that conflict before it blew up.

Most managers forget that a key part of their role is to nudge their colleagues towards tension and discomfort so that the things that might otherwise become conflicts

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