Every interaction during conflict sends a message—sometimes louder than the words themselves. In this unit, you’ll explore how your tone, body language, and word choices can either build trust or create distance. By becoming more aware of your own behaviors, you’ll gain the power to shape outcomes and foster healthier team dynamics.

The way you respond in tense moments—whether it’s a sigh, a sarcastic remark, or a defensive reply—can quickly shift the direction of a conversation. For example, crossing your arms and saying "Fine, do whatever you want" often comes across as dismissive, even if you don’t mean it that way. In contrast, using an open posture or saying "I see your point, can we talk through it?" signals openness and respect.

Certain behaviors tend to have predictable effects. Stonewalling, or shutting down, usually leads to frustration and erodes trust. Sarcasm can make others feel belittled or dismissed. Over-apologizing may signal insecurity or avoidance, making it harder to address the real issue. Defensiveness shifts the focus from problem-solving to self-protection, stalling progress. Recognizing these patterns in yourself is the first step toward more productive conflict.

When you notice yourself reacting defensively or withdrawing, pause and try to reframe your response. Instead of "That’s not my fault!", you might say, "I hear your concern—can you share more about what’s not working for you?" This small shift invites dialogue and shows you’re willing to listen. If you catch yourself thinking, "They don’t value my input," try reframing it as "I’d like to understand how my ideas are landing—can we talk about it?" These approaches turn reactive narratives into opportunities for connection and problem-solving.

To see this in action, here’s a short dialogue between two colleagues:

• Chris: I feel like my suggestions in meetings are always brushed aside.
• Natalie: I’m sorry you feel that way, but I don’t think that’s true.
• Chris: It just seems like no one really listens when I speak up.
• Natalie: I hear your concern, Chris. Can you share more about when you’ve felt unheard? I want to understand so we can work better together.

In this exchange, Natalie initially reacts defensively but then shifts to curiosity and openness. Notice how her second response—"I hear your concern, Chris. Can you share more about when you’ve felt unheard?"—invites dialogue and signals a willingness to listen, which is far more constructive than her first, defensive reply.

Building this kind of self-awareness takes practice. Start by reflecting on your typical responses in conflict. Do you tend to withdraw, get sarcastic, or jump to defend yourself? Experiment with small changes—like softening your tone or asking a clarifying question. Even a simple adjustment, such as replacing "You never listen to me" with "I’d like to feel heard in this conversation", can dramatically shift the dynamic.