Disarming involves taking the energy out of a confrontation or strong emotional expression, neutralizing the other person's ability to remain angry or hostile, thereby creating opportunities for more productive dialogue. Successful use of this technique requires a thorough understanding of and commitment to its principles, followed by ample practice. It is not for everyone. However, those willing to see past others' rude or attacking demeanor and learn the disarming technique soon realize that there is no more successful method for managing upset. For a preview of disarming, take a few minutes to watch our video demos, or read about Managing Upset training. You may also find an in-depth review of the disarming process in the book Compassion@Work.
