• In conflict situations, we oscillate between wanting to suppress our emotions and the desire to vent at the other. Both extremes are ineffective in conflict management.
  • Emotions are impulses to act (at first unconsciously) that turn into feelings in the conscious state.
  • Among the basic emotions (anger, fear, joy, etc.) there are some “destructive” ones (e.g.: anger).
  • The management of destructive emotions through awareness of the emotion itself is crucial; in the talk, through active listening and questions.