What are the right words to calm down, mediate, criticize, convince, or express disagreement? How to avoid saying the wrong things, those that could turn claims and complaints into conflicts?
Misunderstandings with the boss, colleagues, clients are always lurking, and sometimes we have to face even anger and aggression. Massimo Picozzi, psychiatrist and criminologist, will explain, with a wide range of examples, what are the techniques, secrets and strategies to defuse conflicts in everyday life and at work.
In particular, he will discuss the following topics:

• recognize the aggressiveness
• handle the conflict
• turn the aggressor into our best ally.