Final answer:
Steps to intervene and deal with difficult situations, including choosing words carefully, staying calm, asking open-ended questions, and focusing on problem-solving.
Step-by-step explanation:
Steps to Intervene and Deal with Difficult Situations:
- Choose your words carefully so as not to inflame the situation.
- Stay as calm as possible and listen to the other side of the story.
- Avoid suggesting that you're right and the other person is wrong, remain open and respectful.
- Try asking open-ended questions to learn more about the other person's position, rather than stating your case.
- Restate what you heard the person say, to let them know you were listening and to avoid misunderstandings. This can have a very affirming effect.
- Focus on solving the problem, not blaming the other person.
- If you're not able to resolve the conflict you may choose to speak with your supervisor or HR department.