No matter your line of work, you are pretty much assured of encountering someone who is difficult to deal with—an angry customer, a disgruntled employee, a know-it-all consultant, or simply someone off the street who is mentally ill, intoxicated, or otherwise unstable. You will find yourself in situations engaging with someone who is emotional or confused or has an agenda that clearly conflicts with yours or that of your business. In these situations, can you prepare for the possibility of the interaction heading the wrong way, while still maintain a calm demeanor and a focus on shared goals and a successful outcome? What common skills do these scenarios—and many others like them—require?
In The Accord Agent, Ellis Amdur and Robert Hubal share their decades of experience working with business and social service agencies in training and developing social interaction skills, particularly in ‘intense, problematic’ situations with individuals who may view themselves as adversarial. The Accord Agent is someone who continually tries to reach accord with the other person, striving to establish rapport, manage crises, and de-escalate aggression. The Accord Agent maintains a focus on his or her goals, while simultaneously seeking to achieve a level of trust, engaging others with professionalism, integrity, and respect. The Accord Agent crafts the communication to form a working relationship with the other person to share in achieving the aims of his or her professional responsibilities.
Industry Reviews
I first encountered Ellis Amdur through his writings; as a rookie defense attorney, I relied on Ellis’s books on conflict de-escalation to give me a framework for dealing with my most challenging clients. Now, in collaboration with Robert Hubal, Ellis’s newest work takes conflict-resolution training material original designed for law enforcement and military, and adapts it for civilian use. This book is an essential work for any person whose professional life requires them to take an active role in achieving accord between adversarial groups: the social worker working with conflicting parties to achieve the best outcome for an endangered child, the manager integrating rival teams, or the attorney trying to achieve compromise in business negotiation. Rather than becoming drawn into the conflict or being dominated by the emotions of the parties, the 'accord agent' develops the strength and integrity to walk the centerline of conflict, listening to and respecting all sides without losing focus on the ultimate goal of resolution, becoming the eye of the storm around which order is restored. --David Sims, Attorney at Law
