Lolly Daskal, author of The Leadership Gap: What Gets Between You and Your Greatness, offers 12 phrases to help anyone resolve any conflict.

  • I sense that you’re feeling emotional about this topic. Is that right?
  • Let’s take a breather before we think this through.
  • Thank you for your candor—I appreciate your feedback.
  • I recognize your efforts and hard work.
  • Let’s work on this problem and fix it together.  
  • Tell me more—I want to understand.
  • Let’s see what we can do to make sure it doesn’t happen again.
  • What can we do to change the situation?
  • Yes, you’re completely right.
  • I wasn’t aware of this—tell me more.
  • I am with you on that.
  • How can I support you?

For a brief discussion of how each of these phrases can be uniquely helpful in resolving conflict, read more.