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Tech Tips:

It can be useful to think of a multimeter as a “voltage drop” tool. Bryan covers the concept here in an excellent class that I highly recommend. This concept was a big help to me as I began to truly learn how to use a multimeter. A meter reads the voltage differential between two points. […]

What Makes an Autotransformer Different?

The definition of a transformer is a device that changes the voltages in an alternating current circuit. You may have heard of an autotransformer or a buck-boost transformer, and these terms are usually used for the same type of device; they just highlight different aspects. A transformer does not need to be a buck-boost to […]

Connecting Transformers in Parallel

I had an old-timer tell me that you can never connect two transformers together because they will “fight one another.” If you are anything like me (and heaven help you if you are), a cartoon in your head starts playing whenever someone says something like that. In this case, I imagine two transformers with boxing […]

Multi Tap Primary Transformers

Have you ever seen a low-voltage transformer like the one shown above? It has multiple input (primary) taps for a good reason. It is common to find three-phase and single-phase equipment rated to operate on both 240v and 208v power. That is because three-phase power can either be 208v leg to leg when the building […]

Careful With That 40VA Transformer

A 40VA transformer is rated for 40 VA or volt-amps on the secondary. For a typical 24 volt secondary, this is simply using Watt's law to calculate amperage. (For more information on Watt's or Ohm's laws, please check out this article HERE.) 40 ÷ 24 = 1.666666 ∞ (round up to 1.67 already) So, you […]

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HVAC School – For Techs, By Techs

Real training for HVAC ( Heating, Ventilation, Air Conditioning and Refrigeration) Technicians. Including recorded tech training, interviews, diagnostics and general conversations about the trade.

In this comprehensive discussion, Bryan and Bert tackle one of the most critical yet underdeveloped skills in the trades: conflict resolution and de-escalation. They argue that poor conflict management is one of the primary reasons technicians lose jobs, damage team dynamics, and limit their career advancement. The conversation explores both customer-facing conflicts and internal team disputes, offering practical strategies grounded in real-world experience.

The hosts distinguish between rational and irrational customer anger, noting that both require similar approaches—taking clients seriously, listening fully, and resisting the urge to immediately correct or defend. Bert emphasizes the importance of body language, describing how he physically leans into difficult conversations rather than backing away, making eye contact, and allowing customers to repeat themselves until they feel genuinely heard. Bryan adds that the “slow is smooth, smooth is fast” military principle applies perfectly to people problems—rushing to fix the emotional situation often prolongs the conflict, while patient listening typically resolves issues more quickly.

When addressing internal team conflicts, they stress going directly to the person involved rather than gossiping or complaining to management. Both hosts acknowledge that ego, the need to be right, and past trauma can trigger fight-or-flight responses that sabotage productive conversations. They advocate for approaching conflicts with humility and a willingness to be wrong, focusing on the single most important issue rather than bringing up a laundry list of grievances. Bert shares that preventing conflict often means letting minor issues go while addressing patterns before they fester into major problems.

The conversation concludes with practical advice about maintaining relationships after difficult conversations, recognizing that drawing back creates rejection while intentionally staying connected demonstrates genuine care. They emphasize that mastering conflict resolution isn’t just about keeping your job—it’s about becoming invaluable in your career and developing skills that serve you in every area of life.

Topics Covered:

Common sources of customer anger: feeling dismissed, not taken seriously, fear around property damage, and frustration with time and money
The difference between rational emotions (legitimate grievances) and expectation gaps (perceived as “irrational”)
Body language techniques for de-escalation: leaning in, maintaining eye contact, staying present rather than fleeing
Why interrupting customers to prove you’re right backfires and escalates conflict
Managing fight-or-flight responses and recognizing when fear drives aggressive reactions
The importance of letting customers repeat themselves until emotional release occurs
Internal team conflict triggers: lack of recognition, perceived unfair workloads, misinterpreted communication
Why going directly to the person involved beats gossiping or complaining to management
The danger of storytelling and assigning motives to others’ actions
Practical conflict resolution framework: prepare both parties, choose private settings, listen twice as much as you speak, and be willing to be wrong
How mastering conflict resolution makes you invaluable and accelerates career advancement
Maintaining relationships after difficult conversations to avoid creating rejection

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The Art of De-escalation

10/30/2025

Bryan Orr

Legionnaires’ Disease: The Cooling Tower Killer – Halloween Short #263

10/28/2025

Bryan Orr