When someone starts getting heated, my instinct is to take command, raise my voice, lock it down. But half the time that just pours fuel on it, and I watch the whole thing get worse in my hands. I know there's a way to bring the temperature down instead, and I don't have it yet.
More people experience this than they realize.
When someone escalates, you reach for control and it only makes things worse.
If this sounds familiar, the Library can help you find the bigger picture.