This episode is about SLPs and conflict management. It opens with a discussion of Nonviolent Communication, an approach that focuses on using empathy during challenging interactions. There are four main components in Nonviolent Communication: observation, feelings, needs and requests. A core understanding within Nonviolent Communication is that everything we do is in service of our needs. This idea can help us understand why others do what they do—and why we do what we do! Nonviolent Communication also uses animal metaphors to describe different communication styles. Jackal communication is aggressive and judgmental, and operates with a limited perspective. Giraffe communication comes from the heart, and it uses a more expansive perspective. After exploring Nonviolent Communication, I talk about strategies from Harvard's Program on Negotiation. These strategies focus on finding common ground during a conflict. I close the episode with a reminder that listening can be one of our most powerful actions in a conflict. In his book Never Split the Difference, well-known hostage negotiator Chris Voss emphasizes that the listener is the participant who controls a conversation.