In this program, you'll learn the best practices for controlling and resolving any level of conflict, from tiny squabbles to epic battles. You'll learn how to defuse intense emotions, minimize the risk of emotional contamination, keep cool even under the most brutal attacks and transform intense situations into stronger working relationships. We'll show you a 4-step process for taking control of any conflict situation and what you should never say during conflict. You'll see how to manage conflict whether as a participant or as a mediator between others. And we'll show you the exact scripts to use for each situation, so you'll never have to guess how to handle any conflict, big or small.