The open-plan rollback standoff
Select a first response that reduces public defensiveness and moves an upset colleague toward a specific shared problem.
Mia says the hotfix broke the client demo, and the team can hear the accusation. What should Arun say first to de-escalate without dodging the demo risk? Lower your voice, acknowledge the demo risk, and ask Mia to show the failing path at the laptop. Right. This follows the verbal de-escalation loop: lower stimulation, reflect the protected stake, and move to one observable problem. It also fits LEAP by listening before explaining. Tell Mia the hotfix passed review and ask her not to accuse people in front of the team. Weaker. The facts may matter later, but starting with correction…
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