11 Helpful Phrases for Disarming Conflict

It's inevitable. Sooner or later there will be conflict. People will have differences. Disagreements will erupt. Mistakes will be made. Stuff happens.

But we can sharpen our skills to be ready when unhealthy conflict begins to rise. And we can use our tools to keep dialogue open and productive. Disagreements don't have to turn destructive. 

A difference of opinion doesn't haven't to escalate into a damaged relationship. The phrases I share below have worked well for me, for the most part. Tone of voice and body language are critically important too.

It doesn't matter if the conflict is with a student, a colleague, or a parent, it's so important to listen carefully and let the other person know you are listening carefully. 

Listen carefully and practice empathy. Try to fully understand where the other person is coming from.

Here are 11 phrases that might be helpful...

1. "Let's work together to solve this."

All of the problem-solving to address an issue shouldn't come from one side or the other. It's not me vs. you. It's us vs. the problem.

2. "I may be wrong. I frequently am. Let's look at the facts."

Our natural tendency is to become defensive when someone challenges us. Take a tentative stance at the start. That shows you're open to listening.

3. "If I'm wrong I want to correct it and make it right. I may be in error."

If you start to defend your position right away you set yourself in opposition to the other side. When we set ourselves in opposition to another, it's their instinct to cling to their ideas and defend them whether there is truly any merit to them or not.

4. "Let me see if I got that."

Or "Let me see if I understand you correctly?" Listen actively. Acknowledge what the other person is saying. Instead of defending or explaining, start by paraphrasing. Repeat what they've said to ensure that you're getting the right meaning. Ask clarifying questions. It makes the other person feel heard. It shows you are listening.

5. "What's your biggest concern?"

Sometimes when people get upset they vent about all sorts of things that may be related and may not be related. This question helps focus on what the real issue is.

6. "How are you feeling about that?"

Again this question is acknowledging that there are strong feelings as a result of the situation. It's good to validate the feelings someone is having. It doesn't mean you agree with what needs to happen, but you are trying to understand how they feel. 

7. "What would you like to see happen? What would make you happy?"

Sometimes when I ask this question after I've listened carefully for a time, the person will say they don't really want anything to happen. They just wanted to express their frustration. And sometimes there are specific requests. This question get possible next steps out on the table. 

8. "Is it possible that we could...?"

Or "What if..." Help introduce new possibilities to the situation. In emotionally charged situations, people often get locked into seeing things from only one perspective. We're looking for a creative solution that is win/win.

9. "I'm willing to discuss this as long as needed until we're both satisfied how it's resolved."

I love to say this when I can tell things are really heated. It immediately says to the other person that I'm not going to be your opponent in this discussion. I'm not going to allow this to be an argument. It almost always diffuses the situation.

10. "Let me think about this some more. Let's try again later."

Sometimes, even when I've tried to maintain dialogue and approach the problem with as much diplomacy as possible, we still can't seem to either deescalate or find acceptable solutions. Then it's time to say let's both think about it some more and try again later.

11. "Do you feel like the situation's been handled fairly?"

It's very rewarding when a conversation that could be angry and awful ends up being successful. It actually builds a stronger relationship. Conflict can make us stronger. Sometimes I will even ask if the other person feels it's been handled fairly. If they can't say yes, then maybe we need to talk some more.

Don't allow yourself to become an opponent in the conversation. If people sense that you are defensive, they will set themselves in opposition to you. They will cling to their ideas and defend them no matter what. Even if there isn't merit to the concern, they will fight for their point of view. They won't care about what's right. They'll only care about being right. They'll defend the most ridiculous claims and blunders simply because they view you as an opponent.

And conversely, if you truly listen and avoid becoming an opponent, people are far more likely to admit errors of their own. If they are handled gently and respectfully, they will be more open to listening to your perspective too. But make sure they've had plenty of opportunities to be heard before you expect them to hear your point of view.

Do you have other ideas for disarming conflict? What's been your experience with handling conflict successfully? I'd like to hear from you. Leave a comment below or respond on or .

Are You Reaching Your Full Capacity?

Last Christmas, we decided to add a new Boston Terrier puppy to our family. His name is Rudy. There have been many times over the past months that Rudy has tested our patience. And he's tested the patience of our older Boston Terrier, Max, too.

He's chewed up the house. He's been slow to house train. He's been quick to disobey. He's a little too affectionate. He's in your face affectionate. It's cute and annoying at the same time.

But a few months ago we noticed something was wrong with Rudy. He was having problems with one of his back legs. It would happen occasionally, and he would limp around on three legs for a while, and then he was back to his old self.

But the problem became even more frequent. A trip to the vet revealed Rudy's leg problem was Patellar Luxation, a knee cap that was dislocating. The leg would not get better on its own and needed to be addressed surgically.

So Rudy was scheduled for his operation.

After Rudy had his surgery, the vet said we needed to keep him from using the repaired knee. "No using that leg," he said. 

Just how are you supposed to keep a dog from using a leg? Hey Rudy, no using that leg, okay? 

But turns out that wasn't a problem. Rudy didn't want to use the leg. I guess it was pretty sore, and he quit using it entirely after the surgery. 

Even weeks later, after several visits to the vet, Rudy was still not using the repaired leg. The vet suggested several ideas for getting him to start using the leg again, including swim therapy in our bath tub. Seriously.

But Rudy still refused to use his fourth leg. He was a three-legged dog, it seemed, forever.

However, it was clear from our trips to the veterinarian, Rudy's leg had healed properly. He was simply choosing not to use the leg. He had created a limitation in his canine brain that he was a three-legged dog. He had created a new identity that kept him from reaching his full capacity.

Would Rudy ever walk on four legs again?

And then, in a matter of a couple of weeks, Rudy started testing the fourth leg a little more. He pushed out of his comfort zone and into his growth zone. The video clips below were shot on the same day in the span of about an hour. You'll see his three legged routine and then what's possible when he pushes past the limits. Rudy was very capable it seems.

When Rudy got past his limits, he was running around like any puppy should. He was back to annoying all of us again, in his regular way. He was starting to utilize his fourth leg to its full capacity.

But here's the thing, how many of us are choosing, perhaps unintentionally, to be three-legged dogs? Could it be that most of us are only using a fraction of our true capacity? What might be possible if we would only test our limits and continue to learn and grow?

I think most people are only operating at a small percentage of full capacity. And I think most schools are only operating at a small percentage of full capacity. We're probably capable of so much more. Our schools are probably capable of so much more.

Sure, we're trying to make progress, but we're walking on three legs. We're trying to make things better, but we need to make ourselves better. Change you first.

What we really need is to cut loose and run on all four legs. And we need to create conditions where other people are able to reach their capacity, too. 

So how can you reach your capacity? You have to get started on a path of growth. Break through your limits with the following...

1. The BELIEF that you need to get better.

If you think you're doing just fine on three legs, you'll never find your true capacity. You'll just keep limping along. You need a vision of what's possible. Moreover, you also need the belief that things CAN get better. Don't allow your past performance to limit your future possibilities.

2. The DESIRE to want to get better.

Growth is the more difficult choice. It's easier just to be satisfied, either intentionally or unintentionally, with how things are. We have to crush apathy and reject mediocrity. We have to desire excellence. You have to commit. You have to really want it.

3. The WILLINGNESS to take action to get better.

You have to test your limits. You have to see what that fourth leg is capable of doing. Sometimes it feels really risky to step out in faith. It might hurt. But you must take action. Destiny is about decisions. It might be hard, but it's worth it. 

4. The WISDOM to learn how to get better.

There is a certain wisdom and humility needed to recognize that we're not currently all we could be. We're probably capable of more, if we're honest about it. We must therefore seek out opportunities to learn from others. We must apply the things we learn. We have to pursue growth intentionally. 

5. The DISCIPLINE to follow through and be GREAT.

Living a no limits life requires discipline. A new direction requires discipline. Full capacity requires discipline. You have to eliminate the choices that aren't leading you toward your capacity. You have to be relentless to achieve the results.

What are some ways you want to test your limits? What are some ways you need to test your limits? I want to hear from you. Leave a comment below or respond on or . 

7 Unexpected Benefits of Curiosity

Curiosity might be good for you, and good for your students too, in ways you haven't considered. One of our core values in our school is "start with questions." We want our students to be more curious tomorrow than they are today. We want to design learning that develops curiosity. We believe in the benefits of curiosity. In fact, curiosity has been shown to contribute to academic success as much as hard work or intelligence. 

But curiosity has many benefits beyond academic success. When we are curious in a whole variety of situations, we can better come to terms with who we are, how we fit into the world, and how we can make an impact on the world around us.

So here are 7 ways curiosity can be beneficial beyond academic success...

1.  Curiosity About Feelings

We are seeing unprecedented levels of anxiety and depression among young people. But mindfulness principles are effective in addressing thoughts and feelings by leveraging curiosity, instead of angst or avoidance. Be curious about feelings in a nonjudgmental way. Recognize that feelings come and go and are neither inherently good or bad. Approach feelings with a sense of wonder, "I'm curious about why I'm feeling this way." Be curious, not furious.

2. Curiosity About Relationships

Relationships grow stronger when we show empathy. And it's necessary to be curious to develop empathy. You have to be curious about what the other person is experiencing. You have to put yourself in their shoes. When we are curious about others, it also makes them feel valued, listened to, and understood. Curiosity says, "I want to know more about you. You matter. You're interesting to me."

3. Curiosity About Perspectives

Our perspective shapes our mindset. We can view failure as something negative, or we can view it as an opportunity to learn and grow. Everything that happens to me can be useful to me and for my benefit. But that requires me to be curious to consider how I might reframe in a positive way things that on the surface seem to be hardships or difficulties.

4. Curiosity About Habits

After reading The Power of Habit by Charles Duhigg, I became far more curious about my habits and the habits that are common in our school. We want to create an extraordinary greeting for our students, every morning and each class period of the day. We want to make that a habit. I also want to examine my personal habits with curiosity, "Is this habit taking me where I want to go? Is this habit consistent with the path I want to be on?" Let's be curious about the habits we have in the classroom and how they impact learning.

5. Curiosity About Risk Taking

What would you do if you had no fear? What do you fear? And why do you fear these things? What is holding you back? We need to be curious about these questions and why we aren't willing to embrace positive risk taking. Nothing ventured, nothing gained. We cannot know what we are truly capable of accomplishing if we aren't willing to push outside our comfort zone and take risks.

6. Curiosity About How Things Work

Have you ever wondered how electricity works? Or magnets? Or gravity? Science can explain these phenomenon, at least to an extent. But they also maintain a mysterious quality. They make me curious. But as a leader, I'm also curious about what makes our school culture work the way it does. I'm curious about how student's motivation works. And I'm curious about how to facilitate positive change. There are so many examples of being curious about how things work. And sometimes, this curiosity leads to innovations and breakthroughs that make life better for everyone.

7. Curiosity About the Future

I'm curious about the future. I'm curious about what life will be like for my own kids and for my students. And, I'm curious about what educators need to be doing today to prepare students for their futures. When we are curious about the future, it helps us be more diligent in our decisions today. The choices we make today will shape the future. But we have to be curious and consider how today's decisions might lead to future challenges or opportunities. Acting today with little thought for tomorrow is unlikely to end well. A long term perspective is needed to prepare for an uncertain future. Be curious about the future.

Can you think of any other unexpected benefits of curiosity? Is you school consistently making efforts to bring out curiosity in students? I want to hear from you. Leave a comment below or respond on or .

5 Questions for Deeper Reflection

Reflection is important for growth. But we have to be intentional about it. Our reflection is meaningless unless we do something with it. It has to change us. Or, it has to help us change directions. Effective people are reflective people.

Many years ago I read Dale Carnegie's incredible book, How to Win Friends and Influence People. Just this last week, I decided to start reading it again. Carnegie tells the story of a bank president who for many years made it a practice to reflect at the end of each week on every appointment he had in the previous week. He would ask himself the following questions:

"What mistakes did I make that time?"

"What did I do that was right--and in what way could I have improved my performance?"

"What lessons can I learn from that experience?"

The banker attributed his great success in large part to his system:

I often found that this weekly review made me very unhappy. I was frequently astonished at my own blunders. Of course, as the years passed, these blunders became less frequent. Sometimes I was inclined to pat myself on the back a little after one of these sessions. This system of self-analysis, self-education, that continued year after year, did more for me than any other one thing I have ever attempted.

It helped me improve my ability to make decisions--and it aided me enormously in all my contacts with people. I cannot recommend it too highly. 

I also try to make it a point to consistently reflect on how things are going in my work. However, I don't have a process as systematic as what's described by the banker. Maybe that's something I should consider.

This week as I'm reflecting, I thought of a few more questions to consider...

1. How is the reluctant learner experiencing our school (or your classroom if you're a teacher)?

We may think about how our students are doing overall, but I think we need to be especially attentive to how the reluctant learner is doing. If we create an experience that engages some of our most challenging students, that same experience will also probably benefit our other students too. We're aiming to create a place where even kids who "hate school" love to learn.

2. Am I measuring with a yardstick of my own years?

When I get frustrated with some of the behaviors I see in students, I need to be reminded that they are often acting exactly like 15-year-olds are inclined to act. That doesn't mean that I don't try to influence them to rise up, but I can't get frustrated when they don't think, or act, like me. That sounds ridiculous doesn't it? But I think we all tend to get frustrated if people don't act just like we think they should.

3. Do I have a healthy level of dissatisfaction with my own performance?

At the end of the day, it's important to be content with doing my best but to also be dissatisfied with how things are. I don't want to become complacent. And I don't want to beat myself up when I make a mistake. So be content, but never be satisfied. 

4. Are there ways I'm falling into binary thinking?

Binary thinking creates false dichotomies. It's either/or. Effective leadership almost always requires a more nuanced position. We can have fun AND have high expectations. We can use technology AND develop social skills and teamwork. We can encourage student agency/inquiry AND improve achievement. It's not all or nothing.

5. What specific strategies am I using to motivate students (and teachers)?

I'm thinking about the ways I influence student and teacher motivation. Am I doing it by connecting and building relationships? Am I doing it by clearing barriers and showing support? Am I motivating students by creating a positive environment? Just what are the specific strategies I'm using to motivate? Food for thought.

So how are you developing a reflection routine? Would you benefit from having intentional reflection each week? Let me know what you think. Leave a comment below or respond on Facebook or Twitter.

Passion Flows from Purpose

When I was fresh out of college, it was time to start my career as an educator. I was very passionate about the game of basketball, and that was part of the reason I wanted to teach and coach. I had passion for the game. I still love it today and look forward to the start of college basketball season.

But while I had passion, I didn't necessarily have a strong or clear purpose. I was just finding my way.

Although passion is great, we can be passionate about things that lack significance. We can be passionate about a game. We can be passionate about cars, or coffee, or even Netflix. Certainly, there's nothing wrong with passion and enthusiasm for these things. But it's not something with inherently larger meaning or significance.

Purpose, on the other hand, is about having a mission. It's about living a life of meaning and significance in a very intentional way. I'm defining purpose here as something that transcends what we do and becomes more about who we are.

It's not what you do, it's why you do it.

Your true purpose isn't limited to one role in particular. I can carry out my purpose through my role as a principal, or as a dad, or as a writer through blogging or writing books. I can carry out my purpose in whole variety of ways. I can also carry it out in casual conversations with just about anyone I meet. 

While I am passionate about being a principal, who I am is much bigger than my profession. My overarching purpose is much bigger than my title. Don't get me wrong, being a principal is one of the most rewarding ways I get to share my purpose. I love it. 

But my why is still much bigger.

My why is to help others grow their own capacity and find their personal path of purpose. A purpose that has power adds value to people. It focuses on making things better for others.

My passions may change over time, but for the most part, I believe my purpose will only grow stronger.

There are so many reasons to live out your purpose...
1. No one can take away your purpose. Some things we are passionate about might be taken from us. Don't build your foundation on something you might lose.
2. Your purpose is usually developed, not discovered. We grow into our purpose. It doesn't just arrive like the mail is delivered. It's grown like the largest tree in your back yard. 
3. You won't be fulfilled if you aren't fulfilling your purpose. You'll be restless and uneasy and searching for meaning. So many people are searching for happiness and what they really desire is purpose.
4. Apathy is no match for true purpose. The key to motivation is to know your why.
5. When you connect with people who share your purpose, it's electrifying. You feel understood and energized. It's like doubling the voltage.
6. When you have a strong sense of purpose, obstacles are no match for your persistence and perseverance.
7. Your purpose will give you a sense of peace. You'll know you're doing exactly what you're supposed to be doing when you're living out your purpose.

What are your thoughts on living with a sense of purpose? How can we help our students find meaning and significance? How can we help them find a path of purpose? I want to hear from you. Leave a comment below or respond on Facebook or Twitter.

What's Most Valuable? Creativity, Empathy, or Technology

In a world that is more complex and uncertain than ever before, what is most valuable? Creativity, Empathy, or Technology.

You might argue it's technology. After all, everything that can be digitized is being digitized. Over the last 20 years, we've seen changes that are unprecedented. The Internet has changed how we live, work, play, and interact. Social media has exploded. Nearly every person on the planet, it seems, has an Internet connected mobile phone. We can literally stay connected every minute of every day. Self-driving cars are a reality. We have the Internet of things, big data, robotics, artificial intelligence. Digital is how the world is changing.

Fewer people are creating a larger portion of global wealth today. It takes fewer and fewer people to produce more and more. The innovation economy is already here, but it's accelerating. Digital is going to continue to drive change. 

And change will happen even faster.

And yet, the things that are becoming more valuable for the future are the things that cannot be digitized or automated. Traits that are human-only will become more and more valuable. Traits like creativity and empathy.

Creativity is thinking in novel ways. It's solving problems. It's developing new ideas, finding better opportunities, and combining old things to create new possibilities. 

Empathy is the ability to understand, connect, and see the world through other people's eyes. It's moving closer to people. It's having social skills to communicate, accept differences, and find common ground.

In order to adapt in this rapidly changing world, we must embrace technology. It's important. 

But more importantly, our students will need to develop creativity and empathy. It's not about what you know. It's about what you can do with what you know. Can you work with people? Can you add value to people? Can you create something new and interesting?

These disruptive trends show no signs of slowing. But are schools keeping up? I don't think so. Things are moving so fast, it's hard to keep up, even for the schools that embrace change. 

Creativity and empathy are not considered the core work in most schools. They are extras, add-ons, and enrichment programs. But I think we have it flipped. Start with creativity and empathy and use those to propel learning of content and academic skills. 

It's very different than the type of learning I had when I was in school. We plowed through content and curriculum and produced right answers year after year. We jumped through all the hoops as instructed but probably didn't learn how to take much initiative. 

And that worked okay in a world where a high school diploma could get you a job, maybe even a career. And a college degree almost assured you a privileged place in society. Those days are gone.

We cannot afford to prepare students for the world we grew up in. We must prepare them for the world they'll live in.

How do you see the role of creativity, empathy, and technology in the future? What will our students need to thrive? I want to hear from you. Leave a comment below or respond on or .

Every Interaction Is an Opportunity for Relationship Building

I met John Norlin this summer at the National Principals Conference and knew right away I wanted to learn more about his story and his work as co-founder of CharacterStrong. One thing led to another and luckily we were able to have him present to our staff earlier this week.

It was awesome. Many of the ideas he shared are reminders. He pointed this out more than once. These aren't new ideas. 

"I'm not here to inform you today as much as I'm here to remind you," he said.

We all know how important relationships are. We know how important it is to develop character. We all know academic skills won't take you very far unless you can also work effectively with people. We know kindness counts. 

But even when we know these things, we can get better at doing these things. We can become better people. And we can help our students become better people too. But we have to be intentional. We have to work at it. We have to develop our own habits. And it's hard work. 

It doesn't even necessarily take more time. But it does require us to use the time we have in very intentional ways. 

The reminders John shared are very important reminders. He shared the message in a way that inspired us and helped our staff build even stronger connections. I think we left more excited about our work and more committed to our students. I think we left more committed to each other too.

Here are a few reminders that stood out to me...

-Everyone NEEDS character development. All of us.

-We are built to be relational. Stronger relationships help build a stronger school and better learning.

-We need purpose more than we need happiness. Most are trying to be happy, but deeply fulfilled people know their purpose. 

-Students need a deeper why. So many don't know their purpose and how school fits with that purpose.

-Many of our students need hope. In truth, we all need hope and we need to be hope for each other.

-Our school culture is built on behaviors. Character is revealed by behaviors. We make thousands of choices daily. How are your choices contributing to the culture of your school?

-Such an important question: What have you done for others today?

In Future Driven, I wrote about my efforts to greet students each morning. I had always tried to be visible and friendly as students arrived to school in the morning. But then I decided to be more intentional. I made sure I was at the door to welcome as many students as possible, to learn as many names as possible, to make the greeting as extraordinary as possible. 

When I became more intentional, I noticed all sorts of cool things started happening. Like this...

One day I had some help with my greeting routine. One of our students, Nathaniel, was already at the bus drop off door. He was holding it open. I didn’t think too much of it, but then he started showing up every day. He’s always there now ready to help, even before I arrive. He’s quiet, so he doesn’t say much to the other kids as they come in, but many of the other students will tell him thank you as they walk by.

And I’ve gotten to know Nathaniel a little. He is passionate about professional wrestling. He looks forward to watching it on TV each week, and he asks me if I watched it too. I asked him if he knew about Hulk Hogan and Andre the Giant, wrestling heroes from when I was a kid. He just grinned and said he heard of them. I also learned a little about his family, where he lives, and some of his favorite things. I even learned we have 22 buses that drop off students in the morning because Nathaniel counted them for me.

Isn’t it amazing the impact our small actions can make? Just showing up in the morning to greet kids inspired Nathaniel to do the same. Our investment in people has a way of multiplying. Nathaniel wanted to help out. I think he feels good about holding the door open in the morning. I know I feel better each day I get to see Nathaniel and hang out with him for a few minutes. We never know when a simple conversation with a student might spark something lasting and worthwhile. Every interaction is an opportunity for relationship building.

Nathaniel was part of the Class of 2018. As graduation approached this past May, he asked me over and over, "Who are you going to get to replace me when I graduate?

He had faithfully met me at the door each morning and now as he was about to leave our school, he was concerned about who was going to do his job. He had purpose. He was selfless. He was kind.

I told Nathaniel he would be really hard to replace. I asked if he had any suggestions for who could took his place. We talked about a couple of kids he thought might work out. 

And then a few days later he walked across the stage and was awarded his diploma. When I shook his hand, he smiled and said, "Who are you going to find to replace me?"

I was proud of him.

A few weeks ago, one of our teachers came into my office and shared that Nathaniel was very sick and in the hospital. A couple days later I went to the hospital but couldn't see him because of the limited visiting hours in intensive care.

And then on Friday morning, September 28th we got the news that Nathaniel had passed away. It was crushing news. It still hurts as I'm writing this post.

But I'm so grateful that my story intersects with Nathaniel's story. I'm thankful I can share about our time together. I'm thankful I can share about a student who had purpose, who was selfless, and who was kind to others.

He wasn't worried about being popular, or cool, or a big deal. He just wanted to make a difference. 

I can't even imagine the kind of greeting Nathaniel received in heaven. He certainly deserves the best. He might even get a job holding a door open for others arriving on the scene. 

For those of us still doing our best here on planet earth, we need reminders. Let's not forget every interaction is an opportunity for relationship building.