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Appendix
When Conflict Erupts— Guidelines in Times of Crisis
When conflict suddenly flares up, we don’t have time to read a book.
“I tried to use your tools with my boss,” said one irate executive during a break in a board retreat. “But it’s hopeless. I get so enraged that I can’t think straight. What good are those tools if I am too angry to use them?”
“What do you do in the heat of the moment?” a frustrated school superintendent asked me in the middle of one of my workshops. “Sometimes inquiry and dialogue are just not possible—the conflict is too hot! What do I do then?”
The following suggestions are for this educator and this executive, and for all of us who lose our tempers. (It is also for those calmer souls who have to ...
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