Navigating Difficult Conversations

Recognize the verbal and nonverbal signs of conversational escalation and conflict.

Apply active listening and validation as primary de-escalation tools.

Use 'I-statements' to express personal feelings and needs without assigning blame.

Apply the DESC model (Describe, Express, Specify, Consequences) to address conflicts constructively.

Navigate disagreements productively using the 'agree-bridge-differ' technique.

Maintain composure and civility when expressing strong disagreement.