Cooling people down in disputes - a management training course

How do you cool people down in a dispute?  Not by trying to reason with them.  When people are tense, hostile or defensive reasoning doesn’t work.  What works is proving to them that you understand and respect their position and their feelings, and then allowing them to express it as strongly as they can.
 

Empathic listening is a powerful way of colling people down in disputes.  You can develop develop and practise it on our highly acclaimed London UK management training course, “Skills with People”.
 

But how can you be sure this training in cooling people down in disputes is for you?