De-Escalation: The Most Essential Management Skill of 2021
Your Brain at Work
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The Critical Cognitive Mechanisms in Conflict
We have a default reaction to conflict, which is to accidentally escalate it. As our emotions go up, our self regulation goes down. We're shifting from escalating to descalating and it needs to be quite ingrained. The second piece of this is we in people from you. Let listen do the heavy lift. Don't rush into trying to quickly say something. Let's find out what the chorusyou is. And f we know that customer loyalty is built by doing things that someone doesn't expect. If we can focus on doing something that that person doesn't expect, who can build loyalty, we can definitely insplate the situation. Bhut: Just take just a few minutes to complete
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