QuickVerbalTactics.Com has some good tips on how to handle conflicts verbally. It describes two steps: Respect Phrase and Outcome Phrase and examples on how to use it. An example is like:
Boss: “You are such an idiot! You’re always screwing up!!”
You: “I understand you’re frustrated.” (respect statement)
You: “Is it necessary to disrespect me to resolve this?” (respect question)
You: “What can I do specifically to fix this and prevent it from happening again?” (outcome question)
It may not suitable for some occasions but it is a simple and quick way to start learning conflict resolving skill. Are there any other good tips?
Got People Skills? – [Quick Verbal Tactics Dot Com]