When the conflict remain calm and allow your opponent to speak. Don't interrupt or comment on his statements. Patiently listen to all his claims and statements. After this subsides, the internal stress of both parties, and you can move on to the next stage.
Ask the caller to substantiate the claims. After he has splashed out emotions, he is ready for a productive dialogue, and you have to push for this. Just don't let opponent to go back to the emotions, tactfully point it at a conversation on the merits.
Discharge the situation - call the person positive emotions. If your opponent is a woman, give her a sincere compliment. You can tell a relevant joke or remind the interlocutor about the former good relationship.
This doesn't escalate the situation with his negative assessment of the situation, it is better to mention about their feelings. Tell me what upset about what had happened. This way, you will understand that parties to the conflict - two, and also the perspective of the opponent can be another.
Try joint efforts to address the issue of dispute and the result of his decision. It often happens that two people have different views on the essence of the same problem. Come to a common understanding and find common ways out of this situation.
During the conversation, give the opponent the opportunity to feel your respect. When assessing a situation of use as a criterion of action, not the identity of the person. To emphasize the attention to his person by using the phrases: "do you have another point of view", "Let's see, do we understand each other". Stressed that a respectful attitude will reduce his aggression.
Don't be afraid to apologize if you are wrong. Admitting mistakes is not a sign of weakness. On the contrary, apologies are capable of intelligent and Mature people.
It would not have solved the conflict, save the relationship. The situation is changing, but people remain. Despite the disagreements, Express hope for continued good relations.
Advice 2: How to respond if you are rude
The rudeness of others found at every step. Frustration, anger, self-doubt can make some people rude, raise your voice, attack verbally. It is important not to bring the conflict to the scandal, while defending their point of view.
Very often encountered rudeness in the service sector. Sellers in stores, cashiers, managers, administrators do not like claims, often just, to your address. If your question or request someone began to be rude in response, just ask to call the Manager or Director. Usually this is enough to temper the zeal of the opponent. If the source does not calm down, write a claim. For a start, in the book of complaints, which must be in every institution that serves the citizens. You are required to write a response and indicate what action was taken against the offender. If this happens call or write to the CPS. It is their task - to deal with unfair services.
If rude head, you will have to put him in his place. Safely say that in that tone to speak you do not intend to. Recall that both of you are in the service, where expressing emotions is just not professional. If it didn't work, and to tolerate rudeness you will have to change their place of work. Meet the leaders that dealing with subordinates is the norm. And change his character is not in your power, it is easier to find a new CEO.
The most difficult thing when Hamish loved ones. Mostly it affects teenagers. Puberty and the hormonal explosion is often extremely negative impact on the character. In response to the swearing is not necessary to raise your voice. Calmly ask them to sit down and talk. Find kind words to the child opened up and trusted you. Ask what happened and what he is not happy. After ascertaining the cause of irritation, it is easier to find a way out of the conflict. But in any case do not force the teenager. It may close and cease to put you in my life. Then find the path to reconciliation would be virtually impossible.
Not to get involved in the conflict, react to rudeness outside the box. For example, sexmates. It will bring the opponent into a stupor, and you happily go on your way.
Is the advice useful?
Before you answer boor, count up to ten. During this time, the head will need arguments, and the emotions subside a little.