無論你從事什么工作，在每一個繁忙的工作日中，都會隱藏著各種引爆工作怒火的地雷，可能是老板的不分青紅皂白，可能是客戶的無理取鬧，也可能是同事的胡攪蠻纏，總之要解決工作中的矛盾絕對需要一些職場技巧才能化干戈為玉帛。

Keep Your Cool冷靜冷靜冷靜

Staying calm in the face of an irate boss or a dissatisfied customer is easier said than done, but it's the most important thing you can do when a conflict arises. When others get worked up, take a deep breath, go to your happy place, and resist the urge to join the fray。

面對暴怒的老板或不滿的客戶要保持冷靜，的確是說起來容易做起來難。不過，在沖突發生的時候，最重要的事就是要保持冷靜。當別人對你大吼大叫的時候，你可以深呼吸，去能使你高興的地方，避免與對方起爭執。

Clarify the Problem辨明問題

When things get heated, it’s easy to lose sight of what caused the conflict in the first place. If a discussion with a co-worker seems to be going in circles, try to pinpoint exactly what the issue is. Although you may feel like you’re channeling your therapist, repeating the problem aloud as you see it can help to resolve the issue: "So to clarify, you feel that I took too much credit for your idea. Am I understanding correctly?"

當爭論變得白熱化的時候，人們很容易忘記當初是什么原因導致問題的發生。如果你和同事在一個問題上爭論不清的話，你可以試著指出問題的癥結所在。你可以像治療師那樣大聲地重復一遍問題來理清思路，比如這樣詢問對方“也就是說，你認為我把你的點子歸功于自己了，我這樣理解對嗎?”

Put Yourself in Their Shoes換位思考

An angry response can sometimes seem totally out of the blue. But instead of going on the defensive, try to put yourself in the other person's position: could your client or boss be having an unusually rough day at work herself? Just because the other person is being irrational doesn’t mean you have to be, and enlisting a little empathy can prevent a full-blown conflict。

有時候突然間你就要面對別人的憤怒，這個時候，與其采取防守的姿態，不如換位思考一下：也許你的客戶或老板今天正好遇到了煩心事?你不能因為別人的不講理就讓自己也變得不可理喻，多一點理解也許就會化干戈為玉帛了。

Call a Timeout請求暫停

Sometimes a conflict is impossible to resolve on the spot. You might be too upset to think straight, or you might not have all the information you need to address the problem. Don’t be afraid to call a timeout — ask your boss if you can meet later to continue the discussion, or let your client know you’ll research the issue and call them back. Both parties will have a chance to cool off, and you'll return to the discussion more prepared to find a solution。

有時候，問題并不能馬上解決。情緒不好也許使你無法思考，或者你沒有辦法得到所需的全部信息來解決問題。這個時候，不要害怕請求暫停，你可以告訴老板你過一會兒再來和她探討這個問題，或者和客戶說這個問題你要再研究一下，稍后給他們回電。憤怒的時候，雙方都需要有段時間來冷靜，暫停之后，你可以更有準備地去面對問題、討論解決方案。

Move Forward向前看

Whatever the issue, make sure your discussion is solution-oriented. After you've both had a chance to make your case, shift the focus of the conversation to what can be done to resolve the problem or prevent it from happening again. At some point you need to accept that you can’t change what caused the conflict, but you can move forward and come to a resolution。

無論是什么問題，你要確保你是在尋求解決問題的方案。在雙方各抒己見之后，你們的談話就應該轉向如何解決問題或者如何防止類似問題再次發生。有時候，你不得不承認有些問題你是無法改變的，但你可以向前看，找到解決的方法。