During conflict resolution, we should try to read another person’s body language and pay attention to the feelings being expressed

Dealing with a difficult party in conflict resolution can be challenging and emotionally draining. It's important to approach the situation with empathy and understanding and to actively listen to the other person's concerns. Try to find common ground and work towards a resolution that addresses both parties' needs. Remember to remain calm and respectful, and avoid getting defensive or confrontational. With patience and compassion, conflicts can often be resolved in a way that leaves everyone feeling heard and respected.

Tactical empathy is when you focus your empathy not toward the person’s emotions but toward the constraints and pressures someone is facing in their environment. Deploying tactical empathy will help you to see certain constraints that you may not be bound by but that the other party is. For instance the other person may have a different boss who’s much harder to deal with than your boss. The more Tou can understand not only their point of view but also environmental factors they may be facing, the more context you’ll have to resolve the conflict.

Imagine, like you had a road accident with your car and another person. I knew if I didn't stay calm I could not fix anything, even having a simple conversation. Instead, take deep breaths, speak in a measured tone, and focus on the issue at hand rather than the individual's challenging behavior. By staying calm, you become a model of the behavior you wish to see in the other party, which can often lead to them mirroring your composure.

Remaining calm is the first step so you can assess the situation and come up the best approach to handle it. Showing empathy, listening with attention, and showing respect will help you to deescalate the situation and find solution.

Using the S.T.O.P. Method can be very helpful in difficult situation: S = Stop. Stop what you are doing: Press the pause button on your thoughts and actions. T = Take. Take a few deep breaths to center yourself and bring yourself fully into the present moment. O = Observe. ... P = Proceed. ... Putting it Into Action. If you have the courage you can even invite the other party in the conflict to try it with you.

Setting boundaries is like drawing a line in the sand. It's about making it crystal clear what behavior is acceptable and what isn't during conflict resolution. This helps keep things from getting out of hand and ensures everyone feels safe and respected. When you set boundaries, you're saying, "Here's the line, and if you cross it, there will be consequences." It's not about being harsh; it's about maintaining order and reminding everyone involved to play nice and work together towards a solution.

The conflict at hand is almost never about you. The individual instigating such conflict may have other leadership above them pushing towards this. My strategy is always to get to the source at hand, even if it means speaking with someone else. Never make it a 'he said/she said' scenario. If you speak with individuals who are familiar with the company, never mention by name. It's always good to speak to an outside 3rd party, so keep your mentors close.

Because of the emotionally charged and high stakes nature of conflicts, our biases can often find hiding places in the process. It’s important to minimize impacts of various forms of bias by being open to the thought that at any point we may be impacted by bias. Approaching conflict resolution with the mindset constantly debriefing with people who have different perspectives is a good first step in ensuring that we don’t make the mistake off doing the hard work of conflict resolution while not addressing our own blind spots