© 2011 By Bill Eddy, LCSW, Esq.
One of the biggest tasks for dispute resolvers in any setting is calming highly-upset people enough to focus them on problem solving. Sometimes professionals become angry, stern and bossy with particularly “difficult” clients. Sometimes we become quiet and hope that by just listening they will exhaust their anger, fear and sadness and become reasonable and flexible. Up to now it has been mostly a matter of guesswork and personal style. But more recent brain research gives us some pointers that seem to help.
The following article by Bill Eddy is reprinted with permission from ACResolution Magazine, Summer 2011, www.ACRnet.org
Bill Eddy is a lawyer, therapist, and mediator. He is the co-founder and Training Director of the High Conflict Institute, a training and consultation firm that trains professionals to deal with high conflict people and situations. He is the author of several books and methods for handling high conflict personalities and high conflict disputes with the most difficult people.