WHEN WORKPLACE DISCUSSIONS turn into arguments, tempers begin to fray and the atmosphere can quickly heat up. Pretty soon, someone’s going to start shouting.

Don’t attempt to shout back. That will only result in them shouting louder, and the winner will be the one who shouts the loudest.

Instead, lower your voice so you’re speaking deliberately quietly. People will have to concentrate and lean forward to hear what your saying, so they’ll pay that much more attention to your words. The best way to disarm a shouter is to behave in the opposite way.