Heen: Responding with extreme calmness in conflict can escalate the other person's upset
Sheila Heen · #57 Sheila Heen: Decoding Difficult Conversations · May 15, 2019 · at 49:23
Sheila Heen, negotiation lecturer at Harvard Law School, analyzes destructive reactive cycles where calmness is misinterpreted by an upset partner or colleague as apathy.
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“There's a funny contribution system sometimes that happens in some relationships where the more upset someone becomes, the more calm the other person gets because their coping strategy in the face of upset is calmness. So, and the more calm they get, the more upset the other person gets, right?”
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