Step-by-step: conflict handling in tense situation
How to take control without escalating
The professionally strong thing in a conflict is to make it ebb away — not to win it. Use these steps as a mental checklist when you encounter a tense situation.
§1. Assess and create distance
Dan dig hurtigt et overblik: Hvor mange er involveret? Er der noget farligt i situationen? Skab passende afstand, så du både er sikker og kan trække dig, hvis det bliver nødvendigt.
§2. Slow down
Speak calmly and slowly. A low, controlled voice and open body language signal that you are not a threat — and it often calms the other person's anger by itself.
§3. Listen and acknowledge
- 01Let the person speak without interruption.
- 02Acknowledge the feeling without necessarily giving right in the matter.
- 03Ask calm questions that move the conversation forward.
§4. Vis en vej ud
Give the person a way to get out of the situation without losing face. A specific calm suggestion works better than an order.
§5. Call for help when needed
If it escalates anyway, follow your procedures and call colleagues or police in time. After: write an incident report and talk about the experience with a colleague or manager.