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In this time of exponential stressors and business changes, the last thing we need or want is to be spending our precious energy and time being upset or angry or worried about an issue with a client. So when disagreements emerge, it may be time to try out some new tools for dealing with conflict, becoming more effective in explaining our own perspective and working out a win-win solution with the client. In this talk Sthea will provide some theoretical background and outline a process for de-escalating conflict with clients and others in our lives. She will also describe her own passion for the practice of mediation, which involves a third-party neutral with the training and expertise to uphold ground rules, ask open-ended questions, acknowledge feelings, clarify interests and promote brainstorming. You’ll come away knowing more about when and how to get help with a client disagreement.