56 What's the disconnect between your intention and the impact?

Have you made a comment that you intended as helpful and been criticized rather than thanked? Depending on how you respond in the situation, the cycle of defensive reaction either escalates or is diffused. You can decide if a conflict happens or not. We discuss two useful conflict competencies and how to use them.

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Dr. Deborah Sword is a conflict specialist with decades of experience and training to share.

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