| Principle | Why It Helps | |-----------|--------------| | | Gives space to think rather than react emotionally. | | Listen actively | Shows respect and surfaces the real concerns behind the words. | | Reframe the problem | Shifts focus from “who’s right” to “how do we solve it together.” | | Create a transparent plan | Aligns expectations and reduces future friction. | | Celebrate the resolution | Reinforces teamwork and builds trust for the next challenge. |
Abby thanked Sam for his honesty about capacity, and Sam thanked Abby for clarifying the client’s true priority. Maya reminded them both that “a tiff is often a signal that a process is missing, not that anyone is at fault.”
Within minutes, a short, sharp exchange turned into a full‑blown tiff. The rest of the team could hear the tension through the open office doors.