As a leader, you’re going to face conflict. It comes with the territory. But before you try to deal with a conflict, you first need to stop and ask yourself the following question:
Is it hot or cold?
To help you answer this vital question, consider these two definitions:
Hot conflict is when one or more parties are highly emotional and doing one or more of the following: speaking loudly or shouting; being physically aggressive, wild or threatening; using language that is incendiary; appearing out of control and potentially explosive.
Cold conflict is when one or more parties seem to be suppressing emotions, or actually appear “unemotional,” and are doing one or more of the following: muttering under their breath or pursing their lips; being physically withdrawn or controlled; turning away or otherwise deflecting contact; remaining silent or speaking in a tone that is passively aggressive; appearing shut down or somehow frozen ...