Author: Bill and Joann Truby
A man at the airport was very emotional, actually, quite livid. He was shouting about missing his plane because the monitors were wrong in giving the gate information. He was big, tall and angry as he ran up to the counter. My wife and I were sitting by one of our clients at an airport watching as he ran up to where two female agents stood behind the counter. He slammed his books down on the counter top and began furiously ranting about missing his flight. His voice loud, his body shaking, and his fists were clenched. The two women were obviously frightened. We could see them physically shrink from this aggressive man. They were in conflict.
I got up and began to walk the thirty feet into the scene. Within approximately thirty seconds after engaging with this man, he was calmed into dealing with the situation more rationally. Using the principles in this article a furious, ranting, rather childish man, in aggressive conflict with two ticket agents, was changed back into a rational adult, able to come to resolution over the conflict. What was the magic? The natural principles and laws that promote effective conflict resolution. (more…)