November 1996
The Director - Features
Turning Conflict to Your Advantage
When angry screamers unleash themselves, the instinctive response is to either fight back verbally or interruptthem to make things better. But these reactions may only worsen the situation. Good communicators remiain silent, patient and outwardly dispassionate when faced with conflict. Thier patience is rewarded as they are able to turn the conflict into opportunity.
Turning Conlict to Your Advantage, written by Morey Stettner, a professional speaker and communication consultant, will prove to be a useful guide for anyone faced with a conflict. Stettner explains that it is not the one who controls the yelling that will win the argument, but the one who controls the silence. The article provides a step-by-step methid to work through the conflict and show how to gain control of the situation. Its helpful tips explain how to avoid the defensive reflex while becoming more persuasive and receptive.
