14.16 The management of conflict escalation

This learning conversation with Rebecca Norton focuses on how, often with great difficulty, it is possible to influence and even to manage conflict escalation. In a situation where escalation is inevitable, prevention may not be possible.

That said, a skilled conflict manager can exert influence over the process, so they do not become a powerless victim of events that are beyond control.

Rebecca introduces the 'STOP' model, which is a practical guide to making this happen.