Title: Managing Verbal Arguments: Understanding and Diffusing Conflict Factors that caused verbal arguments to escalate: 1. Lack of active listening: One of the main factors that caused verbal arguments to escalate in the video was the lack of active listening.

After viewing, select and point to at least three factors that caused verbal arguments to escalate.  Then refer to as many elements that diffused the arguments. 
Further elaborate on one method (based on your experiences and chapter readings) that you believed was most effective.