In this episode of the Conflict Skills podcast, I analyse a conflict case study and show how we can use different frameworks to understand what is happening and develop options for responding. This is the kind of activity I find incredibly helpful when delivering Conflict Resolution Training where we discuss case studies as a group and plan a response to manage these more effectively in the future. 

The situation I discuss is an audio recording from dash cam footage of a driver stopped at the US border and refusing to answer a question about whether he is a US citizen. This type of situation can be difficult to manage in the moment and it's easy to react in a way that makes things worse. 

I go through a number of options for responding to this type of person, who could be classified as a 'high conflict personality'.

If you work in a role dealing with difficult people then you can take the same tools I discuss and apply to your own situation.