Bill Eddy: How to Deal With High Conflict People

8477.517 - 8505.976 Bill Eddy

They're going to come to you as much as anything else to get your attention. So let them tell their story. Listen to them. Acknowledge the emotion. So empathy, attention, and respect. Find something you respect about them. They respect the kind of work they do. You respect their relationship with their son or daughter. or you respect their commitment to resolving this dispute. So use those words.