Question

assume you are andy pforzheimer, owner of barcelona restaurants, and you are involved in intense conflict with one of your restaurant managers. you realize that the conflict has escalated to the point at which it is no longer functional conflict and you wish to de - escalate it. which of the following actions should you avoid to help de - escalate the conflict? check all that apply.
communicate hostility verbally or through body language
raise your voice to get attention about important points
reject all requests from the start
stay focused on issues, not emotions

Explanation:

To de - escalate a conflict, hostile communication (verbal or non - verbal), raising one's voice, and rejecting all requests from the start are counterproductive. Staying focused on issues rather than emotions helps in de - escalating. So the first three actions should be avoided.

Answer:

• Communicate hostility verbally or through body language
• Raise your voice to get attention about important points
• Reject all requests from the start