Be prepared to listen to the other person. Use Active Listening skills.

• Accept that the other person may have a different point of view.

• Think before you speak.

• Take responsibility for your position. Use I Statements rather than “you” statements, which often blame the other person.

• Try to say things in ways that the other person can hear without becoming defensive.

• Avoid inflammatory language.

• Manage your emotions.

• Watch your body language and tone of voice.