I watched them as well . The interpersonal communication factor is expressed nicely ☀️

Thanks Tony :-)

John is a wonderful communicator and his teachings make sense to me. They remind me of George Thompson's excellent Verbal Judo system.

Hey this is great Dom, Thanks.

Here's a quick transcription I just did for those like me who like the written word and may like to take notes.

An ACE card for effective successful conflict de -escalation.

ACE, ACE stands for your

Appearance, your facial expression, body posture, body language,

Communication, the words you use, your tone of voice, and how you use them in

Engagement.

Are you making eye contact?

Active reflective listening. Are you letting this person know that you hear them, that you're engaged in the moment?

For example, it's more than just eye contact, although that is extraordinarily critical because we've all been in that situation where you're sharing or talking to someone, maybe your spouse, and they're not looking at you.

Your colleague is not looking at you.