De-escalating Conflict With a Few Simple Words

I attended a presentation at work the other day on dealing with conflict.  The speaker was engaging and funny, and presented key points in easy-to-remember ways.  Here are a few keepers:

1.  There may be some truth in what you say.

A calm, easy response to try when someone is criticizing you.  You haven't agreed with anything (because after all, there may or may not be any truth in what they're saying) but you've likely brought the tension in the conversation down several notches with that simple response.

2.   I am so glad that I can be here to help you today. 

A calm, professional response to offer to a complainer who wants you to know just who they are and who they know.  The rest of the statement (best said in your "inside" voice) is "because I'd do the same for anyone."   

3.  I'm so sorry that you're upset, it sounds like this has been very frustrating for you.

An empathetic response to someone who is very angry.  You aren't accepting personal responsibility by apologizing, just kindly acknowledging and sympathizing with their frustration.

Great suggestions.  I plan to give them a try.