What steps should you take to de-escalate a heated social media exchange?

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Navigating social media can be like walking through a minefield; one wrong step can lead to a full-blown explosion of comments and reactions. When you find yourself in the midst of a heated exchange online, it's crucial to keep a cool head and deploy strategies to defuse the situation. A single misstep can not only escalate the argument but also damage your reputation or that of your brand. Here's how you can tactfully de-escalate a social media conflict, ensuring that the conversation remains constructive, or at least, doesn't spiral out of control.