“A battle of ego has no winner.”
[1:10] Why do arguments escalate?
[1:43] Lay the ground rules – Do this before you get into any argument. When you can be objective because if you wait until an altercation, it’s too late. You can easily get riled up if you don’t lay the foundation. That’s why people have trouble staying centered in an argument. That is what keeps you grounded.
[4:24] Technique 1. Give them a way out.
[6:30] Technique 2. Discover the real issue.
[9:41] Technique 3. Acknowledge them and call them out.
[11:35] Technique 4 – Involve them in the process.