Jonathan Bundt MN-1 DMAT, MHP

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• Rephrase what the person just said in nonemotionalterms.• Take a time out.• Step to their side• Find areas of agreement• See them as a person• Not “either/or” but “both/and”
• Treat as a real person and acknowledge hisor her concerns or views.• Search for areas of agreement beyond theinstant situation (sports, movies, etc.).• Use words of familiarity (subject's firstname, insisting the subject use thenegotiator's first name, slang,contractions, etc.).• Obtain compliance without being forcefulor confronting.
Page 1 and 2: Jonathan BundtMN-1 DMAT, MHP
Page 3: Personalities will clash, badtemper
Page 6 and 7: • Leader as a mediator• Role of
Page 8 and 9: • Be in control• Be right• No
Page 10 and 11: • Aggressor: persistentto bullyin
Page 12 and 13: • Being rational, goal directed,
Page 14 and 15: • Ability to understand• Be in
Page 16: • Tone speaks louder than words a
Page 19: • Don’t react- Be a nonemotiona
Page 23 and 24: • It is important to note that pe
Page 25 and 26: • Call it scuttle, watercooler ta
Page 27 and 28: • Leaders must get involved as ea
Page 29 and 30: • Ignoring• “We always do it
Page 31 and 32: • Doesn’t exist; leadsto confli
Page 33 and 34: • Glass Balls: lead, train, maint
Page 35: 5100 Eden Ave Ste 319, Minneapolis,

Jonathan Bundt MN-1 DMAT, MHP

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