Human Relations - Topics & Resources: Conflict Resolution Training

Note: When trying to change behavior, it is important to explain what the good behavior would look like. The important thing is to act calm, de-escalate, and make people feel heard.

Agree with them. 
"I'm sorry. I agree that it can be frustrating when..." 
"I get upset when the machine is uncooperative too."
"What do you want to happen next?"

Ask open ended questions.
"What can I do to help?"
"What would you like to happen next?"

Explain what the expected behavior is. 
"I need to request that you...(expected behavior)."
"If you cannot do (expected behavior)... then I will need to ask (someone else)  to intervene."

"What would you like to happen next?"