Other Links

Here are some articles that can be helpful:

How to give a BIFF response (SM) – High Conflict Institute, Toronto

http://www.highconflictinstitute.com/articles/most-popular-articles/78-hci-articles/published-articles/87-responding-to-hostile-email

Barriers to Effective Listening, Skills you need

http://www.skillsyouneed.com/ips/ineffective-listening.html

What is empathy, Skills you need

http://www.skillsyouneed.cm/ips/empathy.html

Art you Really Listening by Susan Ingram

http://www.susan-ingram.com/2015/08/are-you-really-listening/

What Makes an Exceptional Team – Toastmaster March 2011

http://magazines.toastmasters.org/display_article.php?id=751160

Resolve the Conflict Guide – Conflict Resolution Network

http://www.crnhq.org/content.aspx?file=66138|37382l

Choosing the right dispute resolution process

https://www.pon.harvard.edu/daily/dispute-resolution/choose-the-right-dispute-resolution-process/?mqsc=