conflict management

How can you manage your emotions in a conflict situation so that you remain aware of how you are communicating and listening?
When you have a conflict with someone with whom you only communicate online (instructor, another student, online customer service, etc.), how do you resolve your conflict? What is appropriate, and what is not?
When you have a conflict with someone you see face-to-face, how do you resolve your conflict? What is appropriate, and what is not?

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