Avoid escalating emotions or becoming defensive from "summary" of Crucial Confrontations: Tools for talking about broken promises, violated expectations, and bad behavior by Kerry Patterson,Joseph Grenny,Ron McMillan,Al Switzler
When emotions run high during a crucial confrontation, it can be easy to let things escalate out of control. Avoiding this escalation is crucial in order to keep the conversation productive and focused on resolving the issue at hand. One common reaction to escalating emotions is becoming defensive. When we feel attacked or criticized, our natural instinct is to defend ourselves and our actions. However, this defensiveness can quickly derail the conversation and turn it into a battle of wills rather than a constructive dialogue. Instead of becoming defensive, it is important to remain calm and composed during a crucial confrontation. This means resisting the urge to lash out or respond in kind to the other person's accusations or criticisms. By maintaining control over our emotions, we can k...
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