conflict resolution:
video on tips: http://www.monkeysee.com/play/5777-what-are-some-conflict-resolution-tips
and example of conflict resolution, how to identify conflict responses (its pretty ridiculous tho...): http://www.youtube.com/watch?v=LbziN7IrY1M
much better example of conflict and escalation but much less explaination on how to resolve, funny : http://www.youtube.com/watch?v=qagpvZRz_8o
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