Give a chance to express Remaja Malaysia (Malaysia Teens) a point of view, without interruption or judgment. Generally, Remaja Malaysia will not be able to move into the problem-solving phase of conflict resolution unless they feel that they have been heard. However, there need to be some guidelines and boundaries for this stage. Make sure Remaja Malaysia know that they need to express their position respectfully, calmly, and directly to the person they are having the conflict with. Raise awareness of negative non-verbal messages, like eye-rolling, and defensive body posture, and tone of voice. These things can have a detrimental impact on the process.
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