The 8 boxes below represent initial, inner thoughts we may experience when dealing with a conflict situation. Try to split them into a good pile, and a bad pile, in terms of what you should be thinking when dealing with conflict.
How would I feel if this happened to me?
What do you think they want to happen?
That’s John’s fault again – wait ’till I see him!!!
Is there a potential solution to this?
Why is this person shouting so loud at me?
This is the fourth angry customer I’ve had to deal with in a row!
And how’s that my fault?
Why are they upset?