Chris Ledgard examines how the words we use play a critical role in resolving conflicts. From hostage negotiations to relationship counselling to dealing with difficult neighbours or pupils in school, the language we use is all-important in defusing arguments and bringing calm and reconciliation.
Chris White, retired police hostage negotiator, now communications trainer
Matt Overd, Director of Programme Development - Dfuse
Barbara Bloomfield, Relate trainer and counsellor
Stephen Drew, Headteacher, Brentwood County High School
Producer Beth O'Dea.